What happens to our data if you shut down?
What SaaS companies need to publish
A serious buyer is assessing concentration risk. Being asked this is a signal the deal is real.
How customers actually ask it
The same intent arrives in wording your page probably does not use. All of these mean the same thing:
- “What happens to our data if you shut down?”
- “vendor lock-in”
- “can we export everything”
- “business continuity”
- “what if you get acquired”
What a complete answer contains
For SaaS companies specifically, an answer is only complete when it covers all 5:
- 1
That a full export exists, in what format, and whether it is self-serve
- 2
Whether the export is genuinely complete or a subset
- 3
Notice period commitments on discontinuation
- 4
Whether anything is held in a proprietary format that cannot be read elsewhere
- 5
Any escrow or open-source commitment, if you have one
A worked example
Illustrative — not a real business
Every account can export all data as JSON and CSV at any time, self-serve, with no support request. Nothing is stored in a format you cannot read without us. We commit to 90 days' notice before discontinuing any plan.
Which page should own it
Security / trust page
What silence costs
This arrives from the buyers with the largest contracts. A weak answer caps your deal size.
More questions SaaS companies get
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industry
AI customer support for SaaS companies
SaaS support is dominated by questions your documentation already answers: what a plan includes, whether a feature exists, how an integration works. RubyRep reads your docs, pricing and changelog and answers those on the site, so trial users get unblocked in seconds instead of waiting on a ticket.
term
What is AI customer service?
AI customer service means answering customer questions with a language model rather than a person. The useful implementations are grounded in a specific business's own content; the poor ones let a general model improvise, which produces confident answers that are wrong.
term
What is a knowledge base?
Traditionally a knowledge base is a help centre humans read. For AI support it is the source material a representative answers from — which means an ordinary website, well written, can serve as one without a separate help centre.
Does your site answer this already?
Point RubyRep at your website and ask it this exact question. If it cannot answer, neither can your customers.