Gartner Research

How to Evaluate a Vendor's Commitment to the Cloud and SaaS

Published: 02 August 2013

ID: G00253076

Analyst(s): Michael Maoz, Robert P. Desisto


SaaS service providers' contract language can be confusing, and often they're not forthcoming about their level of effort and service performance. IT leaders should research all aspects of potential vendors, from scalability to disaster recovery, just as they would for on-premises suppliers.

Table Of Contents
  • Key Challenges



  • Evaluate Your Vendor's Compliance With the Definition of SaaS
  • Evaluate Your Vendor's Commitment to the SaaS Business Model
  • Beware Vendors That See SaaS as an Onramp to On-Premises
  • Check Your Vendor's Customer Base
  • Determine How Many SaaS User Groups Your Vendor Supports
  • Check Your Vendor's Level of Configurability and Flexibility
  • Evaluate Your Vendors Customization Capabilities in the Markets That Require It
  • Require Your Vendor to Provide a Preproduction Testing and Staging Environment
  • Expect a Portfolio Approach to Integration
  • Expect Your Vendor to Use a Multitenant Platform and Architecture Approach
  • Determine How Your Vendor Provisions New Users
  • Analyze the Seamlessness of Your Vendor's Upgrade Strategy
  • Expect Performance and Scalability Details From Your Vendor
  • Find Out How Your Vendor Can Deliver Rapid Response
  • Check Your Vendor's SaaS History, Policies and SLAs
  • Evaluate Your Vendor's Security Level
  • Investigate Your SaaS Provider's Network and Data Center Practices
  • Ensure That Your Vendor Has an Adequate Disaster Recovery Plan and Effective Partner Strategies

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