Robert P. DesistoThe latest SaaS vendor pitch on why they don’t need a service level agreement (SLA) is they are so proven they don’t have to offer one. Huh? The question to ask is if the vendor is so reliable then the vendor should have no issue contractually committing to that reliability to its customers. We also see the same issue with Disaster Recovery. Some vendors are brazen enough to minimize disaster recover entirely, while others explain how they do it but again will not commit to recovery point or recovery time objectives to customers. The surprise is some of this talk comes from some of the leading vendors in the cloud world. Are you operating without an SLA or Disaster Recovery commitments? My feeling these issues are important especially for mission critical applications. What is your view?
Category: Cloud SaaS Software as a Service Vendor Contracts Tags: SaaS; Cloud Computing;
3 responses so far ↓
1 Tweets that mention SaaS Vendors: “We don’t need to provide you an SLA because we are reliable” -- Topsy.com February 16, 2011 at 5:45 pm
[...] This post was mentioned on Twitter by UK Technology News, Bromley Stone, Keith Ricketts, joviann , Toshio Matsuda and others. Toshio Matsuda said: [Gartner] SaaS Vendors: “We don’t need to provide you an SLA because we are reliable”: The latest SaaS vendor pi… http://bit.ly/fqPDIX [...]
2 Thomas Otter February 17, 2011 at 6:17 am
The other thing about many SLA agreements is that they lack adequate penalty. I’d like to see a lot more down side for downtime.
3 Telecomlog » Cloud Service: We hebben geen SLA February 17, 2011 at 7:16 am
[...] op het Gartner Blog The latest SaaS vendor pitch on why they don’t need a service level agreement (SLA) is they are [...]