Thoughts from ISPCON - Selling SaaS Services

This session presented by Charlie Cary of XO and Stephen Crawford of Jamcracker was an interesting follow up to my ISPCON session on SaaS legal issues. One of the things that the speakers focused on was "sticking to your knitting" and creating a seamless customer experience. I think these concepts are crucial to help you understand the legal issues involved in selling SaaS. It's very important to only sell those SaaS that you can actually service and support. What this means is that you are not completely outsourcing all of your legal, compliance and support matters. The second issue is also important. For SaaS services because your customers are outsourcing a crucial making sure that your services are seamless is very important. Customers are unlikely to accept responsibility shifting from you to your vendors to their vendors. As a result, creating a seamless customer experience, or as seamless as possible, will do a lot to minimize potential liability.