> SSO was by far our most expensive feature to support. It was the single largest bucket of support requests and a significant percentage of those requests required an engineer to get on a call with a customer (and their IT team).

I can confirm this is how it goes.

You can theorize about how SSO should be straightforward or self-serve, but in practice the SSO feature creates a disproportionately large support and engineering burden.

When you’re dealing with SSO support for a customer buying 100 expensive seats it can be easy to justify.

When you’re debugging the SSO for some small shop with 3 licenses who will churn suddenly the moment their lead noticed a shiny new competitor, it’s not worth it.