Software as a Service (SaaS) Quality Management and Service Level Agreement
Weimei Pan, Grant Mitchell · Infuture .../Infuture · 2015
This paper discusses the finding of a case study concerning the service quality of a Software as a Service (SaaS) application.It was found that while the service level agreement could help guarantee the level of service promised, the service customer would resort to a reactive approach rather than a proactive approach in terms of monitoring the service delivered.In addition, trust and a partnership relationship between the service customer and the service provider are also critical in maintaining the service quality.