SLAs are warranties of performance and should be treated as one. They are essential. These agreements spell out services and security levels that SaaS vendors will provide during the contract, including system uptime, performance benchmarks, response time to problems, and more.
If any portion of what you have agreed upon does not meet the service level objectives, the business can be impacted in many ways, from slow response time to debilitating outages and events that can impact the enterprise’s reputation.
Use this template to:
- Document your CAGI requirements (completeness, auditability, governability, and interoperability).
- Express your specific security needs to cloud vendors and how they must be met.
- As a component of your greater SaaS SLA documents.
Level the playing field by creating an SLA you want as opposed to accepting a not-so-simple contract from an CSP.