When sunsetting a product or feature:

» Explain why honestly and be transparent about how it will impact your users

» Be understanding as they may be disappointed or frustrated by the change

» Be responsive and supportive by answering your users’ questions and helping them with the transition

» If possible, offer your users alternative features or solutions

» Celsys are going to start charging for software updates to their popular Clip Studio Paint product

» The way Celsys communicated this to their users caused outrage — some of which was justified

» Fog Creek found themselves trying to monetise their viral product Trello, which it had promised would be free forever

» Fog Creek had first mover advantage on an easily copied product, which it exploited by a timely sale to Atlassian