March 13, 2007 -- (WEB HOST INDUSTRY REVIEW) -- Web hosting provider Rackspace Managed Hosting (rackspace.com) announced on Monday it has released the results on a survey conducted on Software-as-a-Service customers and found that SaaS customers demand application availability, but few understand their uptime guarantees.
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According to the survey, nearly 36 percent of responding SaaS customers don't know the uptime guarantees provided in the SaaS vendor service level agreement, although security, application uptime and network connectivity are among their top technical concerns.
In addition, the survey also reveals that 49 percent of enterprise SaaS customers don't know where the infrastructure behind their SaaS application lies, whether it is hosted internally with the SaaS provider or through a third-party hosting provider
"We believe that SaaS providers need to clearly communicate their hosting and infrastructure details in the service level agreement, drilling down to security promises, uptime guarantees, network connectivity and data backup processes," says John Engates, CTO of Rackspace. "This way, customers are aware of their SaaS provider's service obligations, and they can rest assured their mission-critical applications such as email or customer relationship management software will perform as promised."
Rackspace also recently announced it has made enhancements to its partner network for all industries including system integrators, advertising and media agencies, consulting firms and Web developers and designers.
