Software as a Service (SaaS) Quality Management and Service Level Agreement

descriptionPublicationkeyboard_double_arrow_right Article , Other literature type 01 Jan 2015Publisher:Department of Information and Communication Sciences, Faculty of Humanities and Social Sciences, Zagreb, CroatiaJournal:The Future of Information Sciences (issn: 1847-8220,

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Authors: Weimei Pan; Grant Mitchell;

doi: 10.17234/infuture.2015.26

Software as a Service (SaaS) Quality Management and Service Level Agreement

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Abstract

Summary 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.

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