Completely agree about working with companies in the same country so you actually get support, I learnt the hard way and now try and avoid overseas companies for this reason.
Calling out one company in-particular that we just got over an absolute nightmare of a messy divorce with, Freshworks. They are Indian-based, and their support in India treated us like we didn’t have any consumer rights at all after signing their SaaS contract (you know, one of those 1000 page things you have to sign when starting any random SaaS) and starting sending us random ludicrous invoices and refusing to ie downgrade the number of subscription seats or switch from annual to monthly billing, claiming that because we didn’t give them 60 days notice of reduction in seats we had to pay a whole year for the extra users blah blah blah, which might be legal in India, but is completely illegal in Australia.
Calling out one company in-particular that we just got over an absolute nightmare of a messy divorce with, Freshworks. They are Indian-based, and their support in India treated us like we didn’t have any consumer rights at all after signing their SaaS contract (you know, one of those 1000 page things you have to sign when starting any random SaaS) and starting sending us random ludicrous invoices and refusing to ie downgrade the number of subscription seats or switch from annual to monthly billing, claiming that because we didn’t give them 60 days notice of reduction in seats we had to pay a whole year for the extra users blah blah blah, which might be legal in India, but is completely illegal in Australia.