When providing software-as-a-service, you take on certain obligations to provide your customer a cloud solution. You could be providing implementation and configuration services, support services for the software and hosting services. As the supplier, your SaaS agreement should provide the appropriate risk allocation mechanisms keeping all these services in mind.
What services does a SaaS agreement cover?
On the face of it, a SaaS agreement covers the software-as-a-service. But what does this actually encompass.
Think about all the services you will be depending on the supplier for:
- the software-as-a-service itself, usually listed as a module or several modules/applications in an order form
- any professional services required to get you up and running with the SaaS. This includes any implementation and configuration services as well as training for administrators or end-users as applicable
- support services to help resolve issues from non-availability to user-error
- hosting of the SaaS including regular backups and disaster recovery/business continuity.
Depending on the SaaS and the criticality of the service, these services may be provided in varying degrees. It is important to understand what the SaaS does, how important the application is to your services and where the line is drawn between your and your supplier’s obligations.
Keep these in mind when reviewing and negotiating your SaaS agreement. Make sure it covers all the services you expect to get to support your use of the SaaS.
To learn more and join in the discussion, check out my LinkedIn post.