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

Summary

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

Introduction

Analysis

  • 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

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client