An SME has built its own SaaS on the PaaS infrastructure of a major CSP. The SME provides its SaaS to its customer under its own Master Service Agreement, Terms and Conditions and SLA. However, the SaaS SME did not notice that the PaaS CSP is contractually entitled right to unilaterally change the PaaS service offerings and conditions in the SLA, since the SME ticked the box while registering online without taking the time to assess the SLA and related terms. The CSP now invoked this right to lower the uptime and level of redundancy.
Cloud Service lifecycle phase: