How to review support terms for Software-as-a-Service (SaaS) or Online Subscription Services

Most online subscription services or SaaS agreements include provisions regarding support, maintenance, uptime and repairs. These terms cover how often the services work, how often they might experience “downtime” or unavailability, and what to do when that occurs (who do you contact, how quickly must they respond, etc.). These terms are often in a separate document or exhibit, typically called a Service Level Agreement or SLA. 

A common roadblock faced by business teams is “red flags” relating to the legal compliance of marketing collateral materials. From advertisements to press releases and testimonials, to glossy brochures describing your new products and services, marketing folks are tasked with creating effective messaging to support organizational goals such as new product launches and brand awareness campaigns. However, because of the external nature of these materials, it is important that they comply with a wide variety of laws and regulations (not to mention other best practices) relating to advertising and intellectual property.