20 Critical Inquiries to Make of Your Prospective SaaS Provider

Software-as-a-service is exactly what its name says, software that offers services. Many companies and businesses have already adopted this service, and others are all set to make their moves shortly. No doubt that switching from on-premise software to SaaS is an efficient way to operate and accomplish business goals. However, selecting the right SaaS development service and a right SaaS provider along with gathering the correct information is a hard nut to crack. Every now and then, you stumble upon a service provider ensuring to add ease, simplicity, and cost-efficiency to your business model.

If we look at the stats, the SaaS market is estimated to be worth $145.5 billion by the end of 2021. We may see the continuous growth of the overall SaaS market as organizations across the globe are adopting SaaS solutions for a variety of business functions, such as CRM solutions, ERP solutions, web hosting, and eCommerce solution.

Global expenditure by end-users on Software as a Service (SaaS) between 2015 and 2022

A few renowned companies who opted for SaaS in their development services have a multi-million market share. Salesforce’s market share rose from $161 billion in January 2020 to $251 billion in September 2021. Similarly, an eCommerce software solution, Shopify alone, evolved approx. 225% in just 20 months. SaaS growth is not measured simply by its adoption by giants. It also shares customers using SaaS products. With time SaaS products are increasingly being adopted by customers due to affordability and palatability that, further empowers & encourages agility and digital transformation.

Reasons for the Popularity of SaaS

Small firms work under limited resources that are adequate for the kind of projects they receive. But, as the firm grows, adding new members, users tend to develop SaaS tools requirements for delivering quick and exceptional quality service.

• SaaS can eradicate the issues that unroll, resulting in unapproved software at the workplace. With SaaS adoption, large companies can easily provision requisite resources at a low cost and utmost security.
• It is also observed that users relying on multiple SaaS solutions tend to deliver all necessary functionality while addressing technological requirements.
• Multiple SaaS solutions may leverage users to adopt multiple product designs for application uses and targeting the same audience.

Well, knowing that cloud space exists as a reliable solution is great, but it is important that you are aware of all its management concerns and aspects, such as cost, benefits, risk handling, etc. Therefore, we have listed all the possible questions that are associated with SaaS and have answered them precisely. 

SaaS providers have gained popularity among businesses as a means of streamlining their operations and keeping up with the changing times. Choosing the appropriate SaaS provider can be overwhelming due to the abundance of options available. Therefore, it is vital to conduct extensive research and ask pertinent questions before finalizing a SaaS provider. This article will examine 20 essential questions to ask your potential SaaS providers, providing you with the necessary insights into their capabilities and offerings. Whether you are a small startup or a large enterprise, these questions will help you make an informed decision and choose the most suitable SaaS provider for your needs. So, let us delve into the world of SaaS and discover the answers you require from your potential application development company.

Quest 1: Is customization possible in SaaS?

With technological advancements and evolution in SaaS, the majority of applications can be customized today. Yes, applications like Core DNA DXP are ‘multi-tenanted,’ but our professionals can easily deliver you a tailored app that fits your specific business needs that too without hampering the common infrastructure. Subscription software can be tailored to meet particular requirements because of its adaptability. From user interface and program to data fields and appearance of data, everything can be changed as per your demands.

As the frontend experience layer and Core DNA DXP are separated, users are enabled to create their interconnections using APIs. Moreover, you can also modify features, workspace, dashboard, task list, etc., to see only the information that you require, hence optimizing your work and efficiency. Our custom SaaS development service providers will help you with timely updates while eliminating any risks and additional costs. You can get on-premise and SaaS systems tailored in every aspect without compromising the agility and flexibility of the company.

Quest 2: What are the different supports and services included by SaaS provider?

A3logics is a one-stop destination for all your SaaS development needs. We have a pool of proficient SaaS developers offering a plethora of services and support in one place.

Here is a brief idea of the different services that you can seek from us:

• SaaS Application development consulting services
• Custom SaaS Development Services
• SAAS application development
• Multi-tenant architecture upgrade
• Technology Migration
• SaaS application design
• Independent QA and software testing services
• Support and maintenance

To make sure that your ongoing Software-as-a-service system works flawlessly, we also have a well-defined support model.

• Support service during business hours
• Flexible support service via call, chat, and email.
• Team of skilled and experienced SaaS professionals
• Unlimited support tickets without charging an additional penny.

Quest 3: What are the benefits of SaaS provider for my business?

As a leading software-as-a-service vendor, we have witnessed the growing popularity of SaaS over the years. Its quick development and widespread expansion can be attributed to the convenience it provides to businesses. Its estimated market value growth is over 57% and is expected to rise at a speed of almost 20% in the coming years. With its gamut of advantages, business models are wasting no time in adopting it soon. The benefits that you can reap from SaaS include the following:

• Multi-tenant architecture
• Global accessibility
• Reduced costs
• Multi-device compatibility
• Scalability and integration
• Quick to deploy
• Easy to use
• No piracy
• Network effects
• Seamless Upgrades
• Long-term customer relationship
• Automated backups and data recovery
• Easier administration
• Personalization & customization

Quest 4: What happens to our data once we stop using your SaaS service?

We understand that securing the data is your utmost priority, and you cannot compromise on it at all. Hence, we spare no effort to ensure that you always own your data even after you cease to take service from us. If you ever plan to stop our SaaS implementation service, there is no need to worry about data, as the terms and policies that we work on clearly define that you are always the owner of the data that you create and store. There is an option to back up and export the data once you unsubscribe to our services. The process is easy and you can have access to all the details that your business owns. Moreover, the data format to export is non-proprietary, so your new service provider faces no compatibility challenges.

Another common concern is, what about the data in case SaaS providers go out of business? Although this is a legitimate question, the chances are slim as SaaS is a business, and businesses are not subject to termination. However, if the situation arises, the data will still be yours. SaaS providers prepay hosting companies to continue the services for a while which ensures that the data is accessible after the vendors shut their business. Make sure that your SLA states that you have the right to export the data from the provider, along with the frequency and format. In fact, most SLAs define that providers will help you export the data if any need arises.

Quest 5: What is the cost to avail of SaaS service or cost to hire a SaaS provider?

Each service provider has a different pricing structure for software-as-a-service development. Before providing the final price estimate, many various factors and variables are considered. At A3logics, we have a rigorous and transparent pricing policy, which we share with all clients and companies. We evaluate the total cost of services by scrutinizing four primary cost components.

These four elements are:

• The cost paid to hire professionals
• The complexity of the design
• Agility or flexibility
• Development Scale

We use these as key factors to shape the pricing structure. After taking these points into consideration, we select one of the most popular pricing models depending on the nature of your business and SaaS product. Have a look at these pricing strategies:

• Per-user pricing
• Flat rate pricing
• Tiered user pricing
• Pay as you go
• Per storage pricing
• Feature-based pricing
• Roll your own
• Freemium
• Free, Ad-supported
• Pay per active user

Quest 6: What is the real pricing?

Real pricing is a part of the cost to avail of the services from your SaaS provider. Real pricing is defined by four categories – the number of users, functionality, amount of data stored, and the number of transactions.

• Number of Users

This is a straightforward method where certain services are billed based on the number of users who have registered for them. For instance, Disney Hotstar offers limited free content to watch. To access the service’s premium material, you must purchase a subscription. A few vendors may only charge for higher functions.

• Functionality

A few companies offer the complete system to their users. While others may save or lock some features for their premium users, which require a higher monthly subscription.

• Amount of Data Stored

Dropbox or Google is the perfect instance of this point. Both these software offers free as well as paid features. You can access the required space (even unlimited) by paying a certain price.

• Number of Transactions

This is very popular among users with bookkeeping systems. The number of transactions means you can make a certain number of free transactions, and when the limit is reached, each transaction becomes chargeable.

Quest 7: What SaaS implementation steps do you follow?

SaaS development involves different technologies and models to deliver an effective product to businesses. We meticulously review and understand each project, its requirements, and its objectives to create a proper implementation plan. As we get familiar with your business goals in the initial steps, it helps us deliver you a customized SaaS application that serves your specific objectives. The primary steps that we follow during SaaS implementation are:

• Understanding the business requirements
• Establishing features of the application
• Constituting the right team for the task
• Design a scalable infrastructure
• Bandwidth and hosting considerations
• Procuring the infrastructure elements
• Assuring component quality
• Deployment of the SaaS infrastructure
• Planning for disaster recovery and continuity
• Monitoring solution
• Customer support
• Prepare the Service Level Agreement (SLA)
• Documentation

Quest 8: How do you handle upgrades and updates to your SaaS solution?

When evaluating potential providers, it’s important to understand how they handle upgrades and updates to their SaaS solution. SaaS providers typically release regular updates and upgrades to their software to improve functionality, fix bugs, and address security vulnerabilities.

A reputable Software-as-a-service provider should have a well-defined upgrade and update process in place to ensure that their customers’ experience is not disrupted and their data remains secure. Some things to consider when evaluating a Saas provider’s upgrade and update process include:

• Frequency of updates: How often does the provider release updates and upgrades? Are they released on a regular schedule or only as needed?

• Notification process: How does the provider notify their customers of upcoming updates or upgrades? Do they provide ample notice to allow customers to prepare?

• Compatibility: If the provider releases any updates or upgrades, will they be compatible with your current software and systems? If not, what measures will you need to take to ensure compatibility?

• Testing and quality assurance: Does the provider have a robust testing and quality assurance process in place to ensure that updates and upgrades do not introduce new bugs or security vulnerabilities?

• Downtime and availability: Will the provider’s updates or upgrades require any downtime or affect system availability? If so, how will this be communicated to customers, and what steps will be taken to minimize disruption?

• Customer support: Will the provider offer support or assistance during the upgrade or update process? If so, what channels are available for customers to receive help?

Quest 9: Can you provide some instances of SaaS?

Software-as-a-service, web-based software is known by various names. SaaS is a model of business that is accessible over the internet through a third-party provider. Most of the SaaS applications run directly on the web browser, which implies that they don’t require any downloads or installations from the clients.

To get a better understanding of this concept before you opt for on-demand mobile app development services, here are a few examples that you must go through:

• Google Apps
• Salesforce
• MailChimp
• Dropbox
• Zendesk
• Slack
• BigCommerce
• HubSpot
• DocuSign
• Cisco WebEx
• Microsoft Office 365
• Amazon Web Services
• Concur
• Box

Quest 10: How do you mitigate the risks involved in SaaS?

Many businesses and professionals have shared their concerns over data security in SaaS, such as lack of control over data location, third-party access, lack of visibility, etc. Of course, we understand their doubts, and as a trusted SaaS provider, we spare no effort to secure their data in the best way possible. With customers, employees, business partners, suppliers, and many more accessing your applications, we go beyond protecting the edge of the network.

The following are the tactics we employ to eradicate any potential hazards that may arise during SaaS implementation:

• Two-factor authentication
• Single sign-on (SSO) solution
• Regular updates
• Limit data access
• End-to-end data encryption
• Intelligent network protection
• Eliminate shared accounts
• Standardized cloud assessment questions
• Well-defined shared responsibility model

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Quest 11: What implementation and post-implementation support is available by SaaS provider?

Certainly, a smaller and simpler system demands fewer efforts to develop and deploy. Hence post-implementation support is imperative for the system to deliver efficiency. Unlike any enterprise software development, SaaS designing and development require minimal setup and implementation.

However, users can customize SaaS products and ask for implementation support from SaaS providers. You can ask about resources, such as manuals & datasheets, templates for uploading information, videos that underline ways to carry out tasks, and FAQs or troubleshooting guides.

Users can opt for a dedicated managed provider or simply look for IT outsourcing services offering SaaS services that can fall under their budget. Outsourcing services also offer post-implementation support to assist you when something gets wrong or when security is compromised.

Quest 12: How do you ensure the reliability and uptime of your SaaS solution?

SAAS application development companies ensure the reliability and uptime of their SaaS solutions by implementing a combination of strategies and technologies. These may include redundancy and failover mechanisms, load balancing, distributed computing, and real-time monitoring and analytics.

Redundancy and failover mechanisms involve setting up multiple instances of the SaaS application across different servers and locations so that if one instance fails or becomes unavailable, the others can take over seamlessly. Load balancing ensures that incoming requests are distributed evenly across the available instances so that no single instance becomes overloaded or overwhelmed.

Distributed computing refers to the fragmentation of the SaaS application into interconnected microservices or smaller components. This fragmentation enables independent deployment and scalability of the application components, resulting in greater flexibility and resilience. Real-time monitoring and analytics tools are used to detect and diagnose issues as soon as they arise and to initiate remediation processes or alerts automatically.

Quest 13: Can you provide references or case studies of businesses similar to ours that have successfully implemented your SaaS solution?

This can help you gain insight into how the provider’s solution has helped other businesses in your industry, and whether their solution is a good fit for your specific needs and requirements. A reputable Saas provider should be happy to provide you with references or case studies, as this demonstrates their confidence in their solution and their commitment to customer satisfaction. They may provide you with contact information for current or past customers, or they may offer to share anonymized case studies or success stories.

When reviewing these references or case studies, look for businesses that are similar in size, industry, or use case to your own. Consider the specific challenges or pain points that these businesses were facing and how the Saas solution provider helped them overcome these challenges. It’s also a good idea to ask for references or case studies about the provider’s level of customer support and service, as well as any challenges they may have faced during the implementation process. This can give you a complete picture of what it’s like to work with the provider and whether their solution is a good fit for your business.

Quest 14: What approach will you take for managing the enrolment and exit of my users?

Recruiting employees is a part of the onboarding process, which allows quick access to proprietary applications. Offboarding, on the other hand, is a denial of access to the same. The SaaS provider you choose must share ways that reduce your cost & risk. So, if they say that they would offer manual work or send .csv files, you must ponder on whether you want to move with this provider or not!

You can simply raise doubt by asking your SaaS provider about the support they can offer for provisional protocol, such as SCIM (system for cross-domain identity management), which simplifies the onboarding and offboarding process. If they are unable to provide even a user management API, then they should not be on your list.

Quest 15: Do you offer Single Sign-On (SSO) and the accompanying security measures? If not, what is the method for storing and securing passwords?

The single-sign-on feature is a faster way for users to authenticate and access the system. We can observe advancements in the technology and cybersecurity approach, thus reducing the need for separate credentials for each service, which somehow also increases customer engagement.

SSO offers complete control with security for integrating exceptional user experience. Companies can enforce policies, such as multi-factor authentication and conditional access across applications. Hence, your provider must offer SSO service, whether chargeable. If not, are there other protocols they follow to store and protect the most confidential data of the company?

Quest 16: What are the protection mechanisms and compliance standards that you employ in data centers?

Compromising on security is a big risk to your data as well as the company’s reputation. A data breach is a serious issue that every SaaS provider must pay detailed attention to prevent serious harm to the company. Hence must integrate best practices to secure the data from getting infected. Your SaaS provider can include these techniques –

• Firewalls
• SSL and application security
• 24X7 security monitoring
• Third-party certifications for security practices
• SAS70-certified Tier 4 data center

You must also ensure that your SaaS provider follows different compliance standards for improving the security posture of the company network infrastructure, such as GDPR, PCI, APRA, and more.

Quest 17: What is the strategy of a SaaS provider for managing disasters?

Your SaaS provider must be proficient in quickly identifying the breach and responding to it immediately before the breach could travel across critical and confidential data. Hence, the provider must provide business continuity and disaster recovery service, which includes a robust and effective communication strategy and tools to monitor and flag incidents.

A few providers follow the tabletop approach to deter breaches. This exercise brings the responsible team together, who practice their response by bringing up a hypothetical incident. The practice is to polish the skills making the team proficient when there is a real-time breach to respond promptly to ensure minimal to no damage.

Quest 18: What categories of data regarding my environment will be recorded, and what is the duration for which logs will be retained?

For continuous scalability, companies must maintain a practice for deep analysis of their business, including logging permissions. Logs allow companies to obtain performance metrics for user actions captured, which can assist in understanding the real-time health of the cloud environment. Additionally, logs can help companies evaluate which defensive practice works better and which does not. This practice allows companies to make improvements and add an extra security layer to their infrastructure. Before investing in SaaS or employing a SaaS provider, you must deliberately put forward the type of information that can be accessed for a certain period.

Quest 19: Can you provide detailed information on the integrations available with your SaaS solution and how they can be configured to work with our existing systems and processes?

A good SaaS provider will offer a range of integration options to help you connect their solution with other tools and services you use. Specifically, you’ll want to know what integrations are available out of the box and how they can be configured to work with your specific needs. The best SaaS providers will offer a variety of integration methods, including APIs, webhooks, and pre-built connectors for popular tools like Salesforce, HubSpot, and Slack. They should also provide documentation and support to help you configure and maintain these integrations over time. It is crucial to evaluate the influence of integrations on your organizational procedures. How will data flow between systems? What new workflows will be introduced? As you assess prospective SaaS providers, it is imperative to inquire about the implications of integrations on data confidentiality and security. These are significant concerns to consider.

Quest 20: What is your company’s roadmap for future product development and innovation, and how will it impact the functionality and usability of your SaaS solution over time?

This will give you a sense of their future plans and how they align with your needs and goals. A good SaaS provider should have a clear roadmap for the future, including plans for new features and updates to existing ones. They should also be able to provide a timeline for these developments so you know when to expect them. Additionally, they should be able to articulate how their product will continue to meet the evolving needs of their customers and the market at large. Asking about a SaaS provider’s roadmap for product development and innovation can also help you evaluate their long-term commitment to their product and their customers. 

Any More Questions?

By asking the 20 key questions we’ve covered in this article, you’ll be better equipped to evaluate potential providers and make an informed decision. Remember, don’t be afraid to ask tough questions and dig deep into the provider’s offerings, security measures, and support services. Your due diligence will pay off in the end, ensuring that your investment in a SaaS solution is worth it. So, take the time to assess your options carefully and make a choice that aligns with your business needs and goals. Armed with these queries, you are now equipped to discover the most suitable SaaS provider for your needs!

We are sure that we have answered all your doubts and queries in the easiest way. However, if there is still something that is bothering you or you have questions to ask your SaaS provider, feel free to ask us, and A3logics will be there for assistance. Give us a call or drop a mail, and we will get back to you within no time. Hope to hear from you soon.