Salesforce.com has On-Demand Mishap

Customers of salesforce.com lose service for a day.



Ventana QuickTake™

Take
There is no doubt that on-demand services offer customers valuable potential benefits: a small capital outlay at start-up, fast implementation, lower risk because all users have the same version of the software, reduced support costs and others. However, success for any on-demand service depends on several other factors: meeting customers’ specific software needs through configuration, maintaining acceptable performance as the number of users scales upward, providing secure access to the system and security for sensitive customer data, holding down ongoing usage costs and assuring availability of the system. Customers to whom Ventana Research has spoken rate salesforce.com highly on all of these factors, but last week’s day-long service outage demonstrates that, like other on-demand services, it is not immune to the occasional mishap. The cause of the outage appears to have been a hardware problem beyond the company’s control; this could happen to even the best-managed in-house system. Yet it is a timely reminder to potential customers that they need to take into account all of the factors noted above when making a decision to purchase new services or products to support critical business processes — and to have backup plans in place so business can go on when such things occur.

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