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AG Customer Bill of Rights - SaaS - Live

AG Customer Bill of Rights - SaaS - Live

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Published by rwang0
Purpose And Intent
This document is intended to serve as a reference, checklist, and point of discussion with SaaS vendors for prospects and clients who have made the decision to begin a SaaS deployment. Though your SaaS vendor may not provide all these rights today, these represent the best practices in over 250 SaaS contracts and the general spirit and intent of most SaaS vendor's executive management teams.

Executive Summary
SaaS deployments have entered the heart of the business and now deserve to be treated with all the rigor and due diligence of on-premise licensed software. Client - vendor relationships in SaaS are perpetual and it is imperative that these agreements provide a chance for a new slate. CIO's, CMO's, LOB execs, procurement managers, and other organizational leads should ensure that the mistakes they made in licensed software aren't blindly carried over. The SaaS Bill of Rights (SaaSBoR) provides a tool for clients and vendors to change the tenor of contract negotiations from subservient user to equal and collaborative partnership.
Purpose And Intent
This document is intended to serve as a reference, checklist, and point of discussion with SaaS vendors for prospects and clients who have made the decision to begin a SaaS deployment. Though your SaaS vendor may not provide all these rights today, these represent the best practices in over 250 SaaS contracts and the general spirit and intent of most SaaS vendor's executive management teams.

Executive Summary
SaaS deployments have entered the heart of the business and now deserve to be treated with all the rigor and due diligence of on-premise licensed software. Client - vendor relationships in SaaS are perpetual and it is imperative that these agreements provide a chance for a new slate. CIO's, CMO's, LOB execs, procurement managers, and other organizational leads should ensure that the mistakes they made in licensed software aren't blindly carried over. The SaaS Bill of Rights (SaaSBoR) provides a tool for clients and vendors to change the tenor of contract negotiations from subservient user to equal and collaborative partnership.

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Published by: rwang0 on Oct 13, 2009
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Content Protected Under A Creative Commons Attribution-Share Alike License 3.0
Figures©2009RWang&AltimeterGroupLLC.Allrightsreserved.Reproductionbyrequest.
Published by Altimeter Group, LLC. | 1855 South Grant Street, Suite 100 | San Mateo, CA 94402www.altimetergroup.com
 
CustomerBillOfRights:Software-as-a-Service
39BestPracticesToImprovetheSaaSClient-VendorRelationship
 
October 12, 2009
 
ByR“Ray”WangWithJeremiahOwyangIncludesinputfrom57ecosystemcontributors
 
2 Customer Bill Of Rights: Software-as-a-Service
Content Protected Under A Creative Commons Attribution-Share Alike License 3.0
Figures©2009RWang&AltimeterGroupLLC.Allrightsreserved.Reproductionbyrequest.
Published by Altimeter Group, LLC. | 1855 South Grant Street, Suite 100 | SanMateo, CA 94402www.altimetergroup.com
EcosystemInput ------------------------------------------------------------------------------------------------------3
InfluencerInput---------------------------------------------------------------------------------------------------------3
VendorInput-------------------------------------------------------------------------------------------------------------3
CustomerBillOfRights:Software-As-A-Service--------------------------------------------------------------4
PurposeAndIntent-----------------------------------------------------------------------------------------------------4
ExecutiveSummary ----------------------------------------------------------------------------------------------------4
CostTransformationDrivesMainstreamSaaSAdoption-------------------------------------------------------4
SaaSLicensee’sRightsMustReflectUniqueBusinessModelConsiderations------------------------------6
SAASBillofRightsSpanaContinuousOwnershipLifecycle--------------------------------------------------7
Section1:OwnershipExperienceAndGovernanceModels---------------------------------------------------------8
Section2:Selection----------------------------------------------------------------------------------------------------------9
Section3:Deployment---------------------------------------------------------------------------------------------------- 10
Section4:Adoption-------------------------------------------------------------------------------------------------------- 10
Section5:Optimization--------------------------------------------------------------------------------------------------- 11
Section6:Renewal--------------------------------------------------------------------------------------------------------- 12
CustomerRightsMustComeWithResponsibilities -----------------------------------------------------------13
Recommendations -------------------------------------------------------------------------------------------------14
 
PutTheBestPracticesFromSaaSBoRToUseAcrossTheOrganization----------------------------------14
Resources-------------------------------------------------------------------------------------------------------------15
Community-------------------------------------------------------------------------------------------------------------15
AboutAltimeterGroup ----------------------------------------------------------------------------------------------15
Footnotes---------------------------------------------------------------------------------------------------------------15
 
Customer Bill Of Rights: Software-as-a-Service 3
Content Protected Under A Creative Commons Attribution-Share Alike License 3.0
Figures©2009RWang&AltimeterGroupLLC.Allrightsreserved.Reproductionbyrequest.
Published by Altimeter Group, LLC. | 1855 South Grant Street, Suite 100 | SanMateo, CA 94402www.altimetergroup.com
Ecosystem Input
TheCustomerBillofRights:Software-as-a-Service(SaaS)reportcouldnothavebeenproducedwithoutthegenerousinputfromsomeoftheleadingmarketinfluencersandthefollowingvendorswhohaveshownakeeninterestintransformingtheclient-vendorrelationship.Pleasekeepinmind;inputintothisdocumentdoesnotrepresentacompleteendorsementoftheserightsintotalbytheindividualsorvendorslistedinthisreport.
 
Influencer Input
NenshadBardoliwallaNaomiBloom,BloomandWallaceKevinDobbs,MontclairAdvisorsBobEvans,TechWebDennisHowlett,EnterpriseIrregularsPhilFersht,HorsesForSourcesChristianGherorghePaulGreenberg,The56GroupJamesGovernor,RedMonkErinKinikinEstebanKolskyMichaelKrigsman,AsuretFrankScavo,ComputerEconomicsJoshWeinberger,CRMMagazine
  Vendor Input
AgressoAppiroBoomiBlueWolfCiscoSystemsCODADemandMediaEpicorEverestSoftwareFlexeraGetSatisfactionHelpStreamIBMInforInformaticaInfosysIntacctIntuitJiveSoftwareKickAppsLithiumM-FactorMicrosoftMzingaNetSuiteOraclePanayaIncPatniPervasiveSoftwareRightNowTechnologiesRiminiStreetSalesforce.comSAPSocialTextSoftBrandsSuccessFactorsSugarCRMTelligentTenroxUltimateSoftwareUserVoiceVMWareWorkday

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