Dlinius

Enterprise Customer Account Exec

Resolution SLAs on SaaS products

Hi Team,

As my fellow SaaS sellers know procurement is great at throwing random shit at you during the negotiations - depending on their expertise.

I'm in a dealcycle now where procurement is asking us to commit to a Bug Fixing Resolution SLA, which I doubt any SaaS vendor does.

So i'm wondering, have you ever heard of a SaaS company accepting resolution SLAs?

Do you know a company that accepts Bugfix resolution SLA? (if yes, write the company)

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☁️ Software Tech

📃 Procurement

10 comments

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CuriousFox

WR Officer

🦊

Are they stalling?

Dlinius

Executive

Enterprise Customer Account Exec

Just got thrown at me today and I expect it to be a smokescreen but want to be prepared

Telehealth_2the_Moon

Notable Contributor

Director of Business Development

Haven't seen much of this before, but if you feel comfortable that they are pulling things out of their ass you can ask them to suggest some contract language.

SaaSyBee

Politicker

Founder

huh. this almost feels like in real estate where buyers will require the homeowner to get work done on the house before they move in.

The problem here is that this is SaaS. Not a white label software product.

Justatitle

Big Shot

Account Executive

Uhm, no. A bug fix can be from a multitude of reasons and an SLA on that would be a completely made up SLA with nothing to back it and go off of

TennisandSales

Politicker

Head Of Sales

omg thats so fucking annoying. Sounds like someone has been hurt in the past!

butwhy

Politicker

Solutions Engineer

No no no no no no no no no. No. No. If this slips through in final language, I would go under witness protection program from the threat of CPO, everyone in Engineering, and the Director of Support.

FormerStartupJobHopper

Tycoon

Even if you have the freedom from your legal/product to do this, don't. You aren't an engineer, meaning you have no control over this. But you'll get the blame if they can't fix it. No way

Dlinius

Executive

Enterprise Customer Account Exec

Thanks for all your feedback guys!

YoursTruly

Politicker

Account Executive (SaaS)

we do with our top tier support package - it's an enterprise grade package that is very very expensive

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