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5 Critical Questions you should ask when engaging with SaaS Vendors

3 min read

When seeking out new technology to invest in for your business, it's likely that you'll think about SaaS (Software as a Service). Over the last five years, SaaS has dominated the world of software delivery, and there are certainly numerous advantages to this model.

However, if you want to avoid making a costly error, whether you choose software or a package, you should be sure to ask certain critical questions of your possible providers before making a decision, aside from pricing models, and current clientele.

5 Critical Questions you should ask when engaging with SaaS Vendors
5 Critical Questions you should ask when engaging with SaaS Vendors

1. What is the service level agreement (SLA) for uptime?

You should be able to find out what the projected uptime (or Service Level Agreement) is from SaaS providers.

The majority of SaaS companies should be able to guarantee uptime in the 90 percent range, as well as notify you when their scheduled downtime will occur.

Keep in mind that when the system is down for maintenance or updates, make sure you know what time zone it will be in, so you can be sure that an outage won't create major problems.

2. What kind of pre- and post-implementation help is available?

When a system works with minimal setup and implementation, it's one of the most pleasing aspects of a good SaaS design.

The simpler a system is, the easier it will be to implement. If it is something a little more complex you should look into what implementation support is available.

Try to find out about:

  • Available manuals and datasheets, library of resources for training
  • Set-up videos and FAQs
  • Templates to upload data and information
  • If there will be a dedicated implementation manager assigned, and the availability and location of the support team

3. What steps are taken to ensure data security?

The protection of data is really crucial. Keep in mind that all of your data (and, more importantly, your clients' data) will be stored in the cloud, so security should be a top priority.

Data security will need to be at the forefront of many firms' minds, especially if they follow international standards like ISO90001 or ISO27701, and it will need to be well documented.

4. What are the various migration options?

When considering a new system, it is only natural to focus on how the system will work in practice. However, in order to reach to the point where your system is usable, you must first comprehend the process.

Ask about the methods used to migrate data, and how you can ensure that it goes smoothly.

This is especially crucial when you have data that needs to be accessible to consumers during the migration process.

5. What is the plan for growth?

Good SaaS providers will continue to improve their software and add new features and modules on a regular basis.

It's always important to ask about their product development plan and what new features are on the way, because it's possible that you'll dismiss a provider because they don't have something you need, even if it's in development and due to be delivered soon.

Keep in mind that, as with any project, deadlines can slip, so don't put all your eggs in one basket expecting something to arrive by a certain date.


Do your homework before selecting the right SaaS.

It pays to do your investigation if you want to make sure you select the correct SaaS provider. Understand that aside from costs, what the system does, how you'll implement it, and how you'll get support are all important considerations.
At Nimbly we pride ourselves on being a trusted SaaS provider to hundreds of clients who look to improve their operational execution. Find out more about how Nimbly solutions can benefit your operations by watching this live demoor book a free consultation.

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