Hi Tegan First, thank you for being with ServiceM8 for so many years — we appreciate your long-term support & hope we’ve helped you succeed. We’re sorry to hear you’re feeling this way now, and we’ve fallen short of your expectations recently. While we respect your right to share your experience & feelings, I’d like to offer some comments & clarifications: Regarding “A once small business program has forgotten who its end users are” — we respectfully disagree. A focus for us is continuous improvement & innovation, to help our small business customers succeed & stay ahead. But we balance this with a goal to “keep it simple” — we’ve never claimed to have the most complex features. Further, our original founders remain & continue to lead us. We haven’t sold ServiceM8 to the highest bidder, and we haven’t switched focus & started chasing “enterprise” clients. ServiceM8 always has, and continues to be, a solution designed for small trades & service businesses. This might be part of why Xero has awarded ServiceM8 as “Small Business App of the Year” — twice! On pricing & availability of new features: thank you for mentioning that we continue to honour the original pricing you started on, many years ago — a rare practice in this industry. However, it’s not accurate to say “they are making all their new features only available if you go with a plan” — in fact, the vast majority of new features we launch, year after year, are made available to you (at no extra cost) e.g. AI Smart Writing Helper, Proposals, Bundles, Asset Management, Knowledge, Live Statements, Video Transcription, Online Bookings, Tap to Pay on iPhone, RoomScan, Document Scanning, Supplier Invoice Import & more… Where we fix new features to a higher plan, in most cases, we’ve given those same features to all pre-existing customers, on all plans, out of appreciation for their support & loyalty e.g. Proposals, Bundles. So, not only do we continue to honour our original price for you, but we’ve drastically increased the value you get for that same price, and add more value every year. These are real ways we show our consideration & appreciation for long-term customers like yourself. While in most cases we’re able to make new features available to customers on our legacy pricing, there are exceptions where it’d create significant complexity & challenges. We hope you can understand the balancing involved here — honouring your original pricing while striving to keep moving forward & offer the best app we can. We’d also hope by now you have experienced the value ServiceM8 provides, in terms of time saved, productivity, cash flow, professionalism & lifestyle — and that this substantial value ServiceM8 delivers far exceeds not only what you pay, but the comparable price of our current plans as well. Regarding ServiceM8 Phone: we understand the situation would’ve been frustrating. Our team did provide support & troubleshooting assistance, which indicated ServiceM8 Phone was working, but suggested an issue with your separate phone service & configuration — we’re unable to support other products, hence our advice you contact your other phone service provider. However, we could have guided you better on this, and we’re sorry to have let you down. We also provided a 100% credit for 3 months’ of ServiceM8 Phone at the time, plus additional credit, which we believe was fair & reasonable under the circumstances. Regarding ”changes in the backend without telling us”: if you’re referring to recent changes made to the job card, the update is opt-in & can be deactivated if something doesn’t suit you. Please get in touch with our team if you need help on this. All that said, we’re not perfect, and we probably could’ve handled parts of your recent experiences with us better — for this, we are sorry. We understand you may still decide to move on, and if so, we sincerely wish you & your business all the best. Thank you again for your years of support, Michael ServiceM8 Team