Pricing GuideHelp Desk Software

Here’s What We’ll Cover

Pricing models

Pricing ranges

$

Unexpected costs

!Pricing of

popular systems

Two Common License Models

A monthly fee to use the software for a specific amount of time. Subscription pricing became popular with the advent of Software as a Service (SaaS).

Subscription

An upfront sum for the license to own the software and use it in perpetuity. This is the more traditional model and is most common with on-premise applications.Perpetual License

$ →∞

Comparing Costs by Pricing Model

Upfront costs Recurring costs Other costs

Perpetual License

HIGH LOW MEDIUM

Subscription

LOW LOWHIGH

Perpetual License Costs

• Perpetual license fee

• Customizations

• Installation/setup

• Integration with existing systems

• Maintenance (updates, patches & upgrades)

• Premium support services

! Customization and integration costs can be significant—often as much or more than the software—if you choose to change the software substantially.

Upfront costs

Recurring costs

Subscription Costs

Customization and integration costs are often less costly simply because SaaS systems have not provided as much flexibility in this area. Although that is changing as SaaS systems evolve.!

Recurring costs

• Customizations

• Installation/setup

• Integration with existing systems

• Subscription fee

• Premium support services

Upfront costs

Total Cost of Ownership

While a perpetual license may cost more up front, the total cost of ownership typically converges with subscription packages in seven to 10 years.

Visit our Total Cost of Ownership Calculator for a more detailed estimate.

Perpetual License Subscription

Total cost of ownershipconverges over time.

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10

Cost ($)

Perpetual License Price Ranges

Mid-range 10 - 100 users

Enterprise 100+ users

License fee

Functional breadth and depth

$250 - $2,500

$500 - $10,000

$1,000 - $60,000

Starter 1- 10 users

Subscription Price Ranges

Mid-range

Enterprise

Functional breadth and depth

$0 - $100/user

$10 - $200/user

$125 - $400/user

Monthly fee

Starter

Often Overlooked Costs

While this can be done in-house, most will want

to pay the vendor to transfer data.

Web-based training is often included, but

vendors will charge for in-person training. Training

This can be a major expense for on-premise

software buyers who need their own servers.

Hardware & IT

Data migration

Pricing for Popular Packages

Product Pricing Model Starter Mid-Range Enterprise

Microsoft Dynamics CRM 1

Subscription (user/month)

$65 $125 $150

Zendesk 2 Subscription (user/month) $1 - $25 $59 $125 - $195

Subscription (user/month) $30 - $60 $125 $135

Subscription (user/month) $75 $90 $125

Perpetual license fee $1,320 Unavailable Unavailable

Subscription (user/month) $39 N/A N/A

Perpetual license fee $2,000 $25,000+ $50,000+

Freshdesk 7Subscription (user/month) Free - $16 $25 - $50 $70 - $80

Free $12 $25Subscription (user/month)

Desk.com 3

Zoho Support 8

Oracle CRM on Demand 4

Sage CRM 5,6

Pricing for Popular Packages Continued

Product Pricing Model Starter Mid-Range Enterprise

$1,500 - $3,000 $3,000 - $20,000 N/A

$40 $65 $150

$25 - $30Monthly subscription

Monthly subscription

Perpetual license fee

Perpetual license fee $240 - $4,490 $2,390 - $45,000 $23,900 - $45,000+

Sugar CRM 10

Kayako 9N/A$40 - $50

Subscription (user/month) $35 - $40 N/A $45 - $50TeamSupport 11

Perpetual license fee $549 - $3,000 $7,650 - $69,500 $68,800 - $69,500+Goldmine 12

$55 N/A $60Subscription (user/month)

Maximizer CRM 13

Subscription (user/month) $15 N/A $40Help Scout 14

Pricing for Popular Packages Continued

Product Pricing Model Starter Mid-Range Enterprise

$45 N/A $65

$1,050 - $14,000 $15,400 - $140,000 $105,000 - $14000+

$19 - $29Monthly subscription

Perpetual license fee

Monthly subscription

Monthly subscription $78 $195 $395WORK[etc] 17

HappyFox 15 $69$49

Agiloft 16

Sources of Pricing Data

The pricing information included in this presentation was collected from the vendors' websites in October 2015. Software Advice is not in a position to provide detailed price quotes on behalf of these vendors, and this data should not be considered as such. The information is simply a compilation of what is publicly available online. Buyers should contact the software vendor for actual pricing. Below is a list of sources for where this information was collected:

1. https://www.microsoft.com/en-us/dynamics/crm-purchase-online.aspx

2. https://www.zendesk.com/product/pricing/

3. http://www.desk.com/pricing

4. http://www.crmsearch.com/oracle-crm-pricing.php

5. http://www.sagecrm.com/united_states/editions-pricing/ (Price includes the server and user price. Prices are determined for the following user ranges for each category: Starter -

1-10; Mid-Range - 10-100; Enterprise - 100+)

6. http://www.crmsearch.com/sage-crm-pricing.php

7. http://freshdesk.com/pricing

8. https://www.zoho.com/support/pricing.html

9. http://www.kayako.com/pricing/

10. http://www.sugarcrm.com/products/editions-and-pricing

11. http://www.teamsupport.com/customer-support-software-pricing

12. http://www.goldmine.com/goldmine-pricing/

13. http://www.maximizer.com/our-solutions/pricing/

14. http://www.helpscout.net/pricing/

15. https://www.happyfox.com/help-desk-price/

16. http://www.agiloft.com/software-pricing.htm

17. https://www.worketc.com/pricing/

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