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ARTICLE · 24 NOVEMBER 2015

The SaaS Support Model: The Shift From Your Traditional Support Approach

Deloitte
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The move from traditional on-premises HR solutions to software as a service (SaaS) and cloud-based HR applications has resulted in changes to the way these solutions are hosted and implemented.

United KingdomStrategy
Claire Woodbury
Claire Woodbury
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The move from traditional on-premises HR solutions to software as a service (SaaS) and cloud-based HR applications has resulted in changes to the way these solutions are hosted and implemented. The way the new cloud HR applications are supported has also evolved.

So what is it exactly that has changed?

Firstly, there is a greater reliance on the vendor, not just for statutory and maintenance patches as has previously been the case.  As the application is hosted externally, the vendor absorbs the majority of the technical responsibility and maintenance.  Gone are the days where HR teams could simply walk over to their technical teams sat in the same office as them. The vendor support team could now be located on the other side of world but still support and access the system as if they were in the same building.  Also, data fix scripts (for those 'oops' moments) cannot simply be run by the on-site team; there is no database access for the on-site team, so any

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