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Published: 04 April 2022



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  • パブリック・クラウドの運用を管理するマネージド・サービス・プロバイダー (MSP) はさまざまだが、多くの契約ではサービス内容が複雑な上に、サービス・レベルとして極めて大まかな目標しか提示されていない。そのため顧客企業は、予期しないオペレーション上の責任を負わされる場合がある。

  • サービス・レベルだけでなく、不履行時の料金減額のクレジットについても、ベンダーが指定する契約条件は依然として未成熟である。MSPの多くは依然として、妥当なパフォーマンスを保証するという責任を引き受けているとはいえない。

  • こうした契約条件のために、顧客企業がリスクを被る場合が少なくない。契約期間は月単位から5年以上に及ぶ長期までさまざまであるが、いずれの場合も自由に解約することが制限されていたり、高額であったりする場合が多い。セキュリティやデータ保護に対応していないケースも多い。


パブリック・クラウドの運用サービス契約を交渉するソーシング/調達/ベンダー管理 (SPVM) のリーダーは、以下を実践する。

  • 本リサーチノートを参考に契約上のリスクを洗い出し、サービスが継続的に組織のニーズを満たせるよう、作業明細書 (SOW) を調整する。

  • 本リサーチノートのガイダンスに従ってサービス・レベルや料金減額のクレジットを交渉する。それによってサービスから期待するパフォーマンスを得るだけでなく、不十分なパフォーマンスには金銭的ペナルティを科すようにする。

  • 交渉余地のない契約条件を特定し、その遵守についてプロバイダーに負わせる責務を明らかにする。

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Tsuyoshi Ebina

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