As a #SaaS supplier, you are constantly enhancing your products and services. This is a good thing, right? What could possibly go wrong?
Software is a complex beast, and #SaaS is no different. Technically a SaaS offering lives in the cloud and is managed by the supplier. However, most enterprise SaaS applications require integration with the customer’s systems and at the least, some configuration changes to interface with the customer’s unique architecture and databases.
As SaaS code changes with each new enhancement and feature, these product enhancements could end up being detrimental for the client. What the supplier perceives as an improvement, the client might see otherwise. The client system could “break” when integrations no longer work, or configured modules don’t behave as expected. This is, even more, the case when the customer-side configurations are complex or a SaaS upgrade involves an overhaul of a key feature or module.
I’ll talk about some contract considerations in such scenarios in a future post. In the meantime, how do you deal with this in your #SaaS contracts?