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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.

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Outages on the IaaS side, from providers such as Amazon Web Services, are occasional and there are a variety of

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