1065CLS Past as Prologue: Updating Our SaaS SLA Guidance
Author: Bruce Guptill
Four years ago, Saugatuck looked at nascent SaaS providers and their SLAs, or lack thereof, and provided guidance for enterprise buyers and executives regarding the most important aspects of SaaS SLAs to be negotiated. Our guidance published then remains core to the fast-emerging and fast-evolving Cloud IT universe today: Standard SLAs may not be sufficient to meet the needs of all customers (especially for large enterprise customers), and are likely to require higher levels of scrutiny - and thus negotiation - by enterprise IT executives and corporate counsel than they normally get. This Strategic Perspective reviews and updates our guidance regarding five critically important areas for users and providers to focus on when negotiating SaaS/Cloud SLA terms and conditions.