BP-479 Keep the Big Picture in Mind: Best Practices in SaaS SLA Management

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Keep the Big Picture in Mind: Best Practices in SaaS SLA Management

Document:                      BP-479
Date of Publication:          June 30, 2008
Number of Pages:            4
Lead Author(s):                C. Beckham
Price:                              $195 USD

Perspective Summary:

SLAs are important tools for SaaS vendors as well as their enterprise users. As SaaS solutions expand from department-wide to broader enterprise-wide usage – and as SaaS solutions are increasingly used for mission-critical business functions – SaaS SLA terms and conditions become increasingly important.

As enterprise users gain more experience with SaaS solutions, SLAs should be reviewed and possibly be revised to ensure that all needs and expectations are met – for users as well as for SaaS vendors.

SaaS SLAs are evolving from standard, vendor-drafted contracts to a mix of standard and user-generated customized provisions. Such efforts more realistically reflect not only a vendor’s responsibilities in providing a SaaS solution, but enterprise users’ particular needs to fully utilize such solutions.

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