4 key areas SaaS startups must address to scale infrastructure for the enterprise – TechCrunch


Startups and SMEs they are often the first adopters of many SaaS products. But as these customers grow in size and complexity, and as they integrate into larger organizations, scaling their infrastructure for the business becomes critical to success.

Here are four tips on how to advance your business infrastructure to support and grow with your most important customers.

Address your customers’ security and reliability needs

If you are building SaaS, you probably have very important customer data. Regardless of what you believe, that makes you a threat vector for attacks on your customers. While security is important to all customers, the stakes certainly rise as they grow.

With the stakes in mind, it’s critical to create infrastructure, products, and processes that address the growing security and reliability needs of your customers. That includes your ethical and moral obligation to ensure that your systems and practices meet and exceed any claims you make about security and reliability to your customers.

These are the security and reliability requirements that large customers often ask for:

Formal SLAs on uptime: If you are building SaaS, customers expect it to be available all the time. Large customers using their software for mission critical applications will expect to see formal SLAs on contracts that commit to uptime of 99.9% or more. As you build your infrastructure and product layers, you need to be confident in your uptime and be able to measure uptime per customer to see if you are meeting your contractual obligations.

While it’s difficult to prioritize your most important customer questions, you will find that your collective feedback will steer your product roadmap in a specific direction.

Real-time status of your platform: Most larger clients will expect to see their platform’s historical uptime and have real-time visibility into events and incidents as they occur. As you mature and specialize, creating this visibility for customers also drives greater collaboration between your customer operations and infrastructure teams. It is worth investing in this collaboration as it provides insight into how customers are experiencing a particular degradation in your service and enables you to communicate what you have found so far and what your ETA is.

Backups: As your customers grow, be prepared for expectations around backups, not only in terms of how long it takes to recover the entire application, but also in terms of the frequency of backups, the location of your backups. backups and data retention (for example, are you saving data? too long?). If you’re building your backup strategy, thinking about future flexibility around backup management will help you get ahead of these questions.


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