Gartner Research

SaaS SLAs: Reduce Risk and Improve Service by Negotiating These Key Terms

Published: 17 April 2018

ID: G00351558

Analyst(s): Jo Liversidge , Dawn Hubbard


Sourcing and vendor management leaders are negotiating increasing numbers of SaaS agreements, but their SLAs are often not sufficiently broad or robust. We advise which service levels should be included in your SaaS agreement and which are negotiable.

Table Of Contents
  • Key Challenges



  • Your SaaS SLA Must Incorporate Service Levels Such as Availability, RTO, RPO, and Incident Response and Resolution
  • Negotiate Escalating Service Credits and the Right to Terminate for Consistently Missed Service-Level Targets
  • Incorporate a Service-Level Reporting Process in the SaaS Contract

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