Eight Questions to Ask When Evaluating SAAS Vendors - 6. What happens ...
6. What happens if you fail to meet your SLAs?
Ask the vendor to provide a detailed account of the consequences for missing SLAs (service-level agreements). Does it guarantee subscription credits and fee refunds if SLAs for uptime and support responsiveness are not met? Does the vendor have a plan in place where employee compensation is tied to customer satisfaction?
When evaluating a SAAS (software as a service) solution, smart shoppers will push vendors to lay their cards on the table with regard to system availability, customization and support. The chief technology officer of Intacct, a provider of on-demand financial applications, suggests asking the following questions when evaluating SAAS offerings.