Managing Software-as-a-Service Contracts

Software-as-a-Service contracts bridge the gap between what the SaaS vendor controls and what your business expects. This course will teach you the basic principles of SaaS application contracts, so you can measure if your expectations are being met.
Course info
Rating
(10)
Level
Beginner
Updated
Jan 10, 2018
Duration
57m
Table of contents
Description
Course info
Rating
(10)
Level
Beginner
Updated
Jan 10, 2018
Duration
57m
Description

Software-as-a-Service (SaaS) has a reputation for being outside of your IT department’s control. In this course, Managing Software-as-a-Service Contracts, you’ll learn why the agreement you have with the vendor is important for bridging that gap. First, you'll delve into the different components of a SaaS contract. Next, you’ll discover how to track if the vendor is providing an acceptable level of service. Finally, you’ll explore which key technical metrics you can monitor to ensure the solution is performing well. When you’re finished with this course, you'll have the skills and knowledge of the Software-as-a-Service contract principles needed to successfully manage SaaS contracts in alignment with your business expectations.

About the author
About the author

Sonia Cuff is a systems administrator & architect with over 20 years experience in Microsoft and IBM software platforms. With a solid Enterprise background, Sonia now runs a Managed Services Provider in the Small & Medium Business market in Australia, servicing both Cloud and on premise environments.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi everyone. My name is Sonia Cuff, and welcome to my course Managing Software-as-a-Service Contracts. I'm a Microsoft MVP and technology consultant at my own company, The Missing Chair. Software-as-a-service applications have a reputation for being outside of the control of your IT department. In this course, we are going to look at how your SaaS application contract suites the boundaries between what the vendor controls and what your business can expect. Some of the major topics that we will cover include understanding the terms in your SaaS contract, tracking the performance of your SaaS vendor, and monitoring the technical performance of a SaaS application to compare your contract with what you're really experiencing. By the end of this course, you'll understand the software-as-a-service contract principles needed to successfully manage SaaS contracts and align them with your business expectations. Before beginning the course, you should have a basic knowledge of service-level agreements and IT support processes. I hope you'll join me on this journey to learn about SaaS contracts with the Managing Software-as-a-Service Contracts course at Pluralsight.

Tracking SaaS Vendor Performance
Welcome back to Managing Software-as-a-Service Contracts. My name is Sonia Cuff, a technical consultant in Brisbane, Australia. And in this module, we'll be looking at how do you track whether the software-as-a-service vendor is living up to their side of the contract. We'll focus more on the customer service and relationship aspects of dealing with a SaaS vendor, and we'll leave the more technical aspects of the SaaS application to the next module. In this module, we'll look at what you're responsible for and what the SaaS vendor is responsible for when it comes to a software-as-a-service application. We'll discuss the support metrics that might be in a service-level agreement and how you keep an eye on those. And I'll share some tips on how you can keep up with the paced change and what the SaaS vendor is going to release next. And finally, you'll learn about some other aspects of a business relationship with a SaaS vendor that you're going to want to take into account when you're deciding whether or not to renew your contract. Remember Sarah? She's our IT operations manager at the Wired Brain Coffee Company, and her organization is looking at using software-as-a-service applications. Sarah wants to make sure she's capturing the right kinds of information to prove whether the SaaS vendor relationship is working out or not. With a little bit of prior planning, this means that they're capturing the right kind of data to be able to give good, solid information and recommendations back to the business rather than just gut feel.

Tracking SaaS Technical Performance
Welcome back to Managing Software-as-a-Service Contracts. In this module, we'll look at how you can track the technical performance of a Software-as-a-Service application. It's a little bit different if you don't have access to monitor the infrastructure, but you still want to know that the vendor is over the SLAs. So we'll look at tips for achieving that and alignment with your other IT operational processes. In this module, I'll briefly cover the architecture of a Software-as-a-Service application so you can see what we actually get access to monitor, we'll look at some tips and tools for monitoring the performance of the SaaS application, and I'll offer you some tips for how to managing an incident if you are having issues with that application.