Determine the Technical Support and Help-Desk Procedures

Depending on the solutions it places within the cloud, a company may have a variety of help desk–based support requirements. For most SaaS solutions, the cloud-solution provider will provide software help desk user support. Likewise, for PaaS or IaaS solutions, however, the company may provide more advanced technical support. Often, there will be shared support responsibilities. In any case, an IT manager should ensure that the support specifics are defined within the SLA. Such support specifics should clearly define the hours of support, levels of escalation, as well as pricing for support.