Cloud Right No. 3
The New Reality for Customer Engagement
Although their tone reminds us vaguely of the U.S. Miranda warning, the spirit of these cloud services rights and responsibilities outlined by the Gartner Global IT Council for Cloud Services serve as a best-practices guideline for enterprises looking to deploy cloud-based solutions. The Council, which consists of CIOs of large enterprises that consume cloud services and Gartner analysts, has made it a priority to identify the key rights of cloud service consumers and how these might be upheld.
No. 3: You have the right to notification and choice about changes that effect your business processes
Every service provider will need to take down its systems, interrupt its services, or make other changes in order to increase capacity and otherwise ensure that its infrastructure will serve customers adequately in the long term. Protecting the enterprise's business processes entails providing advanced notification of major upgrades or system changes, and granting the customer some control over when it makes the switch. Such changes might include upgrading a Software-as-a-Service application, implementing salesforce.com, introducing new versions of services, changing the location from which the service is provided, entering or exiting a business, shuttering a facility, and so on.
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