In a software-as-a-service (SaaS) model, the SIS, ERP, or other technology selected by an institution is an important component—but it is only part of the equation. Colleges and universities that want to experience long-term success and growth with the cloud must look beyond product functionality and promising roadmaps, and assess the operational maturity of the provider. Without a true partner backing the service, even the most promising solution can flounder.
Traditionally, selecting a technology vendor was a procurement exercise. In a SaaS model, a partnership with a provider will define accountability and be a risk-sharing decision. To ensure success, insightful decision-makers need to evaluate how well prospective technology providers operate under pressure, ensure responsibility, and deliver support over time. The right vendor will not only provide cutting-edge solutions but will also act as an operating partner to power institutional resilience.
Look For the Right Type of Partner
SIS and ERP evaluations of the past were primarily focused on the technology, as most systems were either managed internally or self-hosted. That changes in a SaaS model, which means institutional leaders must also change how they assess vendor partnerships.
If decision-makers were to apply the same evaluation criteria today that they did for legacy systems, unforeseen gaps like how vendors perform during disruptions or downtime may go unnoticed until times of crisis. Instead, decision-makers need to recognize that institutional outcomes are indistinguishable from SaaS vendors and the service they provide. As a result, provider evaluations must move away from product capabilities toward operational behavior.
What are some of the questions institutions should ask during SaaS evaluations?
- How is service ownership and accountability defined by the vendor?
- What are the operational standards governing uptime, recovery, and security?
- How deep is support and technical staffing?
- Can staffing and support structures scale as needs change?
By reframing the process and assessing capabilities beyond product functionality, institutions will more likely find a technology partner that aligns with their needs and can provide the technical and operational support critical to ensuring sustainability.
The Importance of Vendor Maturity
Maturity truly shines under stress. When it comes to a SaaS vendor, that means during outages, security incidents, downtime, or unexpected spikes in demand. If institutional decision-makers understand how a SaaS partner operates during these real-world conditions, then they will have more insight into their true nature and ability to provide support during the most critical times.
There are myriad ways to define maturity, but stability over time and depth of support are among the most easily measurable criteria. Nascent providers or those that focus more on product development than customer support may not be able to deliver the assistance or aid needed by higher institutions that are responsible for safekeeping highly personal and sensitive data.
Clear escalation paths, strong communication strategies, and evidence of evolution can also demonstrate vendor maturity. These qualities define SaaS vendors that have experienced or witnessed issues and learned from their mistakes or the incidences of others around them. Institutional decision-makers will likely build stronger, more reliable partnerships with vendors that are transparent and have proven examples of remediation.
Partnerships Represent Shared Responsibilities
A successful SaaS partnership is built upon an understanding of shared responsibility; risk and consequences apply to both parties. Even if a platform is well designed and has all the bells and whistles an institution is looking for, any misalignment or misconceptions about responsibilities can lead to dissatisfaction, poor experiences, or worse.
Compatibility is an important component of any relationship, including a partnership between a SaaS vendor and an institution. This is especially true on a leadership level. Institutional leaders must agree with the decision-making structures in a SaaS model. Any wiggle room here could lead to problems down the line, especially during turbulence.
Similarly, institutions should look for SaaS vendors that are willing to engage in governance practices after implementation. While the vendor should be present and supportive during the platform delivery, long-term assistance—especially in terms of data governance—is critical. As new technologies like artificial intelligence continue to gain traction, governing their use in a SaaS environment should be a collaborative effort.
When institutions and SaaS vendors are aligned on shared responsibilities and outcomes, there will be less chance to encounter downstream conflict or trust issues.
What Institutions Should Look For in a SaaS Partner
It’s important that institutional decision-makers come to the SaaS table with positive intentions and not solely with a focus on risk, responsibility, and who would be at fault during an incident. That being said, there are some indicators that stakeholders can look for during SaaS vendor evaluations that may signal their alignment strengths and weaknesses.
- Is the SaaS vendor transparent about past challenges and corrective actions?
- Does the SaaS vendor deliver consistent messaging across sales, implementation, and support?
- Has the SaaS vendor demonstrated experience and understanding with the complexities of higher education?
These indicators, among others, may shed light on whether a SaaS vendor will be able to remain stable and keep pace with the rapidly evolving higher education industry beyond the initial implementation. These are not the sole deciding factors, but they may be able to help institutional leaders narrow in on potential SaaS partners.
When institutions reframe their approach to SaaS partnerships, focusing more on operational components instead of product functions, they can create clear expectations, ensure alignment, and enforce accountability on both ends. In doing so, colleges and universities can build lasting SaaS partnerships that deliver long-term institutional value.
