Tip No. 1 – Missed SLAs

Avoid issuing cash reimbursements for missed service levels. If your SLA obligates you to pay your customers, a wide-spread, extended outage could mean a large cash outflow for your company.

Instead, issue a credit on the next invoice.

Check out The SaaS Supplier Guide to Service Level Agreements for more tips on setting and managing service levels.

Sapna Mahboobani is an experienced lawyer with over 10 years of experience, mostly in the information technology space. She has represented both the supplier and the customer in IT transactions of all sizes, and predominantly in the cloud computing and SaaS space. You can learn more about her and continue the SaaS discussion on LinkedIn.

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