Gartner Information Technology Research

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

Published: 23 April 2020

ID: G00718798

Analyst(s): Hannah Decker , Jo Liversidge


Sourcing, procurement and vendor management leaders often fail to negotiate broad or robust SaaS SLAs, which results in limited remedies for underperforming services. We advise which service levels should be included in your SaaS agreement and how to negotiate improvements.

Table Of Contents




Gartner Recommended Reading

Note 1: Gartner’s Sourcing, Procurement & Vendor Management Leaders’ Experiences Working With Software Vendors.

Note 2: RPO and RTO

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