Concludes that 36% of responding SaaS customers do not know the uptime guarantees provided in the SaaS vendor Service Level Agreement.

Rackspace Managed Hosting, a managed web hosting company, yesterday announced that through a recent customer survey conducted nearly 36% of responding SaaS customers do not 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.

The survey also concludes that 49% of enterprise Software as a Service customers do not 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, claims the company.

"What this survey tells us is that infrastructure issues are top concerns to SaaS customers, but unless they make infrastructure a priority on the due diligence 'check list' during the purchasing process, they will be left in the dark and ultimately open to unwanted outages or compromised data," said John Engates, Chief Technology Officer, Rackspace Managed Hosting. "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, data backup processes and more. This way, customers are aware of their SaaS provider's service obligations, and they can rest assured their mission-critical applications such as e-mail or Customer Relationship Management software will perform as promised."