Make the right choice

On-Premises vs. SaaS: Which Option Fits Your Business?

Choosing a helpdesk software is also a strategic decision for any company that wants to offer top-notch customer service. In addition to finding the right provider, many companies face the question of which solution is best for them: hosting on-premises or in the cloud? Both SaaS and on-premises have their advantages and disadvantages. But which of the two options shows clear strengths?

On-Premises vs. SaaS

What this post is about

  • Get to know the difference
  • Evaluate the advantages of both options
  • Classify disadvantages of both options
  • Decide what's best for your service team

Whether in IT, healthcare, retail, or finance—a well-organized helpdesk allows for faster problem resolution, better use of resources, and streamlined communication both internally and externally. When implementing a ticketing system, it is important to decide whether to opt for an on-premises or SaaS solution. To understand the advantages and disadvantages of both options, it is essential to know the difference.

On-Premises: A company installs the software on its own servers, thus being responsible for the management of the software and ensuring the associated data protection.

SaaS: In contrast to the on-prem solution, cloud-based software runs on the provider's server. The SaaS operator handles the hosting and maintenance of the system. SaaS stands for Software-as-a-Service.

In short, the main difference between cloud and on-premises software lies in whose servers the software is hosted on. The choice of the solution depends on various factors that can make the decision easier by weighing the pros and cons of each option.

Advantages of On-Premises

The installation is performed in the company's own IT environment and adapts to internal requirements and infrastructures. Additionally, it allows for integration with other programs, provided they are also within the corporate network.

More Control over Data
A significant advantage, according to most users, is the data sovereignty that comes with an on-premises solution. Companies retain full control over the data used and analyzed, but they must also ensure its protection and security against loss, hacking, or cyberattacks.

Disadvantages of On-Premises

Professional maintenance and operational assurance mean additional work. Compared to a SaaS solution, on-premises involves high costs that require structured organization and execution. Monitoring, backups, and updates: the entire responsibility falls on the company itself, necessitating expensive IT personnel.

Responsibility for Operations and Security
In the event of a technical failure, which can have severe consequences for internal systems, a tailored solution must be devised in advance. Support services are rarely included and are recommended by the provider.

Advantages of SaaS

Budget Savings
A SaaS solution guarantees significantly less effort in terms of costs and personnel. Since Zammad is an open-source solution, there are no costs for acquiring the software. Thanks to the quick deployment of the software, Zammad can be used after approximately a 30-second online registration, reducing the time and investment needed for implementation. This also increases the potential for savings, as the purchase of additional hardware is not required. Only a monthly fee needs to be planned for ongoing operating costs.

Quick Readiness and Scalability
Whether a startup or a large corporation, the quickly implementable scalability of a SaaS solution allows for coverage of all company sizes. Depending on the agreement with the provider, the subscription can be adjusted in both directions. The latest version is always used, with updates performed in the background. For Zammad users, this means that updates are available immediately after release and new functions are automatically accessible. High-security standards are included!

Disadvantages of SaaS

Limited Control Over Own Data
By using external servers, data is transmitted to the service provider, resulting in relinquishing some control over the data. However, confidentiality agreements and contractual security standards ensure the highest level of data protection at all times.

Internet Access is Required
Cloud-based SaaS solutions enable remote access. Whether in the office or from home, usage requires an active internet connection to fully utilize data and functions.

SaaS Takes the Lead

Undoubtedly, each solution has its advantages and disadvantages. However, SaaS offers practical benefits that positively impact long-term use in many ways: The provided flexibility, maintenance performance, and minimal integration effort allow for more productive working hours, enabling IT staff to focus on more important projects.

Additionally, the ever-evolving issue of data protection is managed by the SaaS provider. This frees companies from the time-consuming task of implementing current regulations, passing this responsibility to the provider. Start-ups or medium-sized companies in particular, which do not have their own legal department, save nerves and personnel budgets in this way.


The decision between on-premises and SaaS helpdesk solutions is a fundamental question that companies have to make for themselves. If self-hosting is unfamiliar territory, companies are always on the safe side with a SaaS alternative. Zammad also offers a helpful online advisor to find the perfect plan for individual needs.

  1. Advantages of On-Premises
  2. Disadvantages of On-Premises
  3. Advantages of SaaS
  4. Disadvantages of SaaS
  5. SaaS Takes the Lead
  6. Summary
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