SaaS: the good, the bad, the ugly

Which one was Blondie, anyhow?
Which one was Blondie, anyhow?

I’ve extolled the virtues and pitfalls of running a software as a service business. ((Photo courtesy of Rufus Gefangenen)) This morning I discovered a glitch in my SaaS website that, while it doesn’t cause anything to actually malfunction, creates a very obnoxious problem on a lot of the pages.  The site is written in WordPress1 and the entire SaaS component of the site is built out of plugins.23 Basically, one of the plugins creates a form that is used in one of the pages.  The malfunction is that the form is now included on every page.  Ugh.  This is going to be a really fun bughunt because even when I disabled every single plugin, the problem persisted.  Apparently the glitch started appearing about  a month ago – when I last updated WordPress.

Now, I’ve been meaning to just rewrite the plugin from scratch – but I’m also keenly aware of the pitfalls.  My biggest incentive to rewrite the code is so that it is more future-proof.  Another reason to do it is that the original code was written in such a cludgy manner I’m literally ashamed to tell you how it is implemented.  Let’s just say that I originally wrote the core of the plugin after having learned the basics of PHP programming only a few months prior.45 About nine months later, I shoehorned the same code into a WordPress plugin – when I had only been using WordPress for about two months and knew almost nothing about plugins.  Now, more than five-and-a-half years from the day  I launched the site, I do feel I’m a much more capable PHP programmer and WordPress plugin writer.  Confident in my abilities to do a better job and facing the task of having to go through a potentially big bughunt anyhow, some part of me wonders if it wouldn’t be best to just rewrite the damn thing anyhow.

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  1. My first open source love []
  2. Such as the awesome Simple Series plugin, OCD plugin stats plugin, and EZ Creative Commons license plugin! []
  3. How’s that for a plug about plugins? []
  4. Look… it works, okay. []
  5. Mostly works. []

The best part about SaaS

Do NOT search for "sass" on Flickr
Do NOT search for “sass” on Flickr

I’ve mentioned that I’ve got this software-as-service website. 1 2  Today, while dealing with a tech support problem, I realized what I love most about this type of business.

But, first, the tech problem.  A user e-mails me saying that he can’t log into the site from his iPhone (running iOS6) any more.  First, I try his login/password to confirm they work.  They do.  I have him try refreshing the page – I’ve heard the new iOS sometimes causes weird caching problems.  He still can’t log in.  I try logging in from an iPhone 4 running iOS6 and an iPhone 4S running iOS6.  No good.  I get him to confirm he’s clicking “remember me” when he logs in.  Yes, he is.  I finally tell him I can’t explain what’s going on – I’ve tried to replicate his problem on another iPhone 4 running iOS6, just like his, and I can’t figure out what happened.

He e-mails me a little later to say that he figured out that his iPhone had been set to reject cookies, and thus, he was not able to log in.

Which brings me to the thing I love about my SaaS business.  When someone says the site doesn’t work, all I have to do is confirm that it works in some browser somewhere on the internet – and then I’m basically 99% sure the problem is on their end.  Now, I can help them troubleshoot a problem to a certain extent, but for the most part if my site works in any one browser, it should work anywhere.  I don’t have to worry about their operating system, software conflicts, and other nonsense like that.  Just get to the internet and the site should work.
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  1. Photo courtesy of Sebastián Dario []
  2. Why a photo of a puppy?  Well, I tried searching for a photo that included the word “sass” on Flickr… and I now wish I had not done so. []