Trusting in the Cloud: Transparent Business Practices You Should Expect from SaaS Vendors
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Trusting in the Cloud: Transparent Business Practices You Should Expect from SaaS Vendors


Last summer, NetDocuments launched publicly available service status pages, refreshed every few seconds, for all of its global services in an effort to garner trust and confidence from its users. They show service availability and transaction volumes and are used to drive service level agreements (SLAs).

NetDocuments is proud to show 100 percent service availability in all three regions at the present time:

Screenshot taken on 3/1/2019

The response time metric measures user experience across all tenants of the service using NetDocuments Web or Office™ integration products. This metric provides a handy way to determine if the service is responding reasonably. NetDocuments generates internal operations system alerts for any 5-minute period with the average response time over 570ms.

The transactions metric aggregates platform activities ranging from searches (700+ per second) to document uploads (6-8M per day) to API calls (30K per hour). Utilities and custom applications are not reflected in the transaction metric.

One benefit of a true cloud platform like NetDocuments is that system upgrades can seamlessly be issued simultaneously to all users without any interruptions to service. When scheduled maintenance windows are necessary, NetDocuments works to announce them one to two weeks in advance of the event to provide organizations ample time to communicate with users and identify workarounds should the maintenance inhibit user operations.    

However, when an unplanned break in service occurs, live status updates arm all the necessary parties with the information they need to make informed decisions about how to proceed until the situation is resolved. It removes any barriers that has prohibited proper communication to users in the past and oftentimes results in a user having more trust and confidence in an organization than if an issue had never occurred in the first place.  

With the increased adoption of a culture of transparency by companies across the industry, the benefits of the aforementioned confidence begin to expand into the reach of disrupting and innovating today’s technologies. Users have more outlets to convey their feedback and service providers have an enhanced sense of responsibility to deliver on that feedback.  

Cloud Service Status Pages in Legal  

In conjunction with our status page go live last July, we penned a plea to our industry counterparts to do the same. Our ultimate goal was to improve communication, collaboration and confidence as it relates to security and reliability in software-as-a-service (SaaS) models across the gamut.  

Complete transparency is what our industry deserves and what you should expect. However, only 39 percent of content service providers who were mentioned in the ILTA Technology Survey have real-time service status update pages:

As of 3/1/2019

With that, we reissue our challenge for improved transparency into the New Year to all of our ILTA counterparts. Let’s ensure vendor relationships are the collaborative partnerships that are necessary to ensure the technologies of today will grow and evolve to meet the needs of the industry’s greatest challenges and priorities.

For more information about our transparent business practices or how to enter into a collaborative partnership with NetDocuments’ platform of content management services.  

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