SalesForce outages show SaaS customers largely at "mercy" of providers
Software as a service (SaaS) applications are generally more difficult to prepare disaster recovery plans for compared to infrastructure as a service (IaaS) offerings, analyst and consultants say. And given the recent example of two SalesForce.com outages in as many weeks, it’s a topic they say customers don’t generally pay enough attention to.
SalesForce is the poster child of the SaaS cloud, with its CRM and platform as a service (PaaS) offering named Heroku and Force.com. On the morning of June 28 a newly discovered software bug caused what the company called a “rare dual failure” in both its storage tier and secondary active standby storage tier, resulting in shared memory corruption and some customers not being able to access their SalesForce systems for as long as five hours. On July 10, manual upgrades at a West Coast data center the company rents space in resulted in a power failure, knocking out service to some customers for two days.
Outages on the IaaS side, from providers such as Amazon Web Services, are occasional and there are a variety of tips for how customers can prepare for them.
But John Morency, a disaster recovery analyst at Gartner, says
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