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Cloud Contracts: The Good, The Bad, and the Ugly

Steve Leaden (President, Leaden Associates)

Dan Plunkett (Vice President, Cloud, Avaya)

Michelle Emerson-Russell (Director, Workplace Transformation & Collaboration, Verizon)

Chris Conry (CIO, Fuze)

Location: Osceola A

Date: Wednesday, April 1

Time: 2:00pm - 2:45pm

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Cloud Communications

Hot Topic(s): Strategic Planning & Decision Support

Vault Recording: TBD

UCaaS has gone mainstream and most enterprises are now considering UCaaS and CCaaS (contact center as a service) cloud options. One of the most distinct aspects of the cloud is giving the “keys of your kingdom” or control of your current environment to an outside vendor you have no control over. Redundancy, resiliency, and regular software updates are all controlled by an outside party. So what is your leverage as an enterprise? It is a rock-solid contract that has strong enough “teeth” to (a) force any vendor to pay closer attention to you and your enterprise, and (b) provide enough leverage for contract “outs” in the event the service does not meet the grade. This session will be led by a top consultant who has facilitated cloud contracts for clients from 800 – 5,000+ endpoints


* Key elements of a contract for a UCaaS or CCaaS service--most important deliverables, terms and conditions to include (or to watch for)
* The elements of a good SLA (service level agreement) for Hosted/Cloud Services, including the potential for 99.999% reliability
* How to protect yourself against vendor lock-in; typical contract lengths discussed
* Vendor’s and enterprise’s respective responsibilities for delivering on best practices