Well it is a little of both, but let me explain. I learned something about the Salesforce.com agreement that totally changed my thinking about SaaS and PaaS agreements, and service level agreements (SLAs): there is no SLA in the Salesforce.com agreement. Yep, you read it right; there is no SLA in their agreement. What Salesforce.com realized–and you need to remember– is that you are first and foremost selling ‘trust’. So Salesforce.com decided to spend less time negotiating the complexities of an embedded SLA in their SaaS agreement and instead publicized their SLA under a Trust Site.
So, here is what every SaaS or PaaS business needs to know about Trust Sites.
What is a Trust Site?
Why They Did It.
I don’t really know, but what I heard is that Salesforce.com was spending way too much time negotiating their SLA (how to measure it, how to determine and how to apply the credits, yada yada). This was unnecessarily extending the sales process, so they did some deeper thinking about the issue.
They realized what customers really want to know about.
1. Know that …