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.
Author: Sapna Mahboobani
As a SaaS supplier, ensure that your contract gives you adequate rights and licenses to the data your customer provides you so that you can do all the things you need to do to provide the SaaS and other related services. If you collect usage data or will be aggregating your customer's data into (hopefully, anonymous) data sets, make sure that you get the appropriate rights to do so as well.
To learn more and join in the discussion, check out my LinkedIn post.