As quite common, the SME that is already using cloud services, in this case SaaS, finds out that when it wishes to change, amend or in this case terminate the respective cloud services it is bound by the standards terms and conditions of the CSP, including the SLA. To start with, the SME does not know which version of the terms and conditions it has accepted in the past (and the CSP generally does not know as well as per immature administration recording practices). Besides, most CSPs do not make or keep available the previous versions of its terms and conditions. In most cases, the CSP will refer to its recent standards terms and conditions of the CSP, applicable at the time of the request of the SME. So, regarding the first 14 of the 22+ CRM requirements, almost none are met automatically, meaning without the SME acting itself. This means that the SME has a huge disadvantage in terms of its legal position, negotiation power and has no alternative but to adhere to the terms and conditions provided by the CSP.
Secondly, and regarding all 26 CRM requirements, the SME finds out that he does not have specific, tailored options beneficial for his needs to terminate the agreement with the CSP in a way that ascertain the business continuity of that SaaS, the assistance needed to migrate process flows, data (including metadata where necessary) to another SaaS CSP environment, and adequately and cost-effectively wind-down and discontinue the SaaS provided by the former CSP.
In short, the former CSP is in full control, and the SME has a very weak bargaining position. It is a hard and expensive lesson-learned exercise for the SME, which in this use case the SME has used to the intent to improve his way of procuring cloud services and follow the CRM where important for his business and business continuity. Depending on the CSP the SME chooses, the SME may be able to succeed to some extent in these goals and approach, this as per the current immature nature of cloud SLAs and offerings of CSP. In any case, with the experience obtained and the CRM, the SME s now ready to make an informed decision what to choose.