As companies continue to move away from developing software in-house, they’ve been relying on Software-as-a-Service (SaaS) vendors to provide the services they need.
In fact, the average company spent 78% more on SaaS products in 2018 compared to 2017.
But before jumping right in and signing up with a SaaS vendor, it’s crucial that you have a firm agreement in place so that you get what you’re expecting from the product and service(s) they provide. The last thing you want is to be locked in with a vendor that’s not meeting your business requirements.
That’s why we’ve turned to industry experts to learn more about what a service-level agreement (SLA) is, why you need one, and what you should look for before signing one.
What Is a SaaS SLA?
An SLA outlines what the vendor intends to provide, and the client expects to receive regarding a particular service. It’s not a contract that’s exclusive to the SaaS industry, but “all commercial SaaS vendors offer SLAs,” according to Louis Gottfried, director of technology at WineGlass Marketing.
The agreement could “include details of availability and services as well as technical details,” explained John Mason, director of customer experience at Nextiva. A typical SLA will outline metrics to measure the performance of a service, and the penalties if a vendor doesn’t meet these requirements. – Read more