用户至上,云供应商服务应该更加灵活

标签:新闻解决方案海外连线云计算调查研究

访客:22724  发表于:2012-05-31 16:39:18

伦敦大学玛丽皇后学院人员调查研究发现,随着云计算市场的法律不断完善,云服务供应商不得不提供更加灵活的合同条款来增强其在同行业中的竞争力。

这项调查旨在研究云服务供应商服务商与用户协商标准合同条款的原因和方式,才能更好的满足用户的需求,降低运营风险和划清相关法律义务。

调查由玛丽皇后学院经济法研究中心的云服务法律项目小组完成,报告主要内容是根据对全球包括英国的云服务供应商,云服务用户,云服务法律事务所和相关人员的深入访谈整理而成。

报告指出,合同中双方协商最多的六种类型的云服务合同条款为:供应商实力,服务水平条款,数据保护和安全,终止权和访问/退出权限,单方修订云服务功能和知识产权。

云服务法律项目小组的学术带头人,Christopher Millard 教授认为,“在目前相对不成熟的云服务市场下,以上六项是用户在选择云服务供应商时首要考虑的合同条款”。

他认为标准的“以一当十”的云服务条款对供应商更有利,但是在很多国家这样的条款大多都是无效的,或是不能有效执行的协议。

很多的供应商,特别是在欧洲大陆,甚至不会将用户具有管理权利或是其它法律义务写入合同,也不会向用户展示服务性能。

Millard 认为,“要想保持在业界的竞争力,供应商不得不站在用户的立场考虑问题,在协商中更加灵活,更耐心的向用户去展示服务的安全和稳定性能”。

“在中低端的市场,云服务的选择还是有限,一些服务条款仍然不能全面或恰当的满足中小企业的使用需求,因为他们缺少改变服务条款必须的讨价还价的实力”。

尽管如此,通过调查我们让可以发现云服务市场的进步。当大型企业在和云服务供应商商讨合同条款的时候,也教会了他们站在用户的角度思考问题,至少这些改变或多或少的给中端市场带来一些回旋的余地。

CLP 研究顾问,Kuan Hon认为,“这些调查表明大型云端用户,比如政府部门和金融机构,想要实现更多体现客户友好的服务条款,而专业云服务供应商和其它云端市场竞争者也认同这些大客户的要求,于是合同内的个性化条款成为衡量供应商服务标准的竞争优势”。

Cloud providers cave into more flexible contracts
By Antony Savvas
Combined legal and market factors may force cloud providers to offer more flexible contract terms, suggests new research from Queen Mary, University of London.


The research examines how and why cloud providers have begun to negotiate standard contract terms to better meet cloud users' needs, minimise operating risks and address legal compliance obligations.

The research, by the Cloud Legal Project at the Centre for Commercial Law Studies at Queen Mary, is primarily based on in-depth interviews with global and UK cloud providers, cloud users, law firms and other market players.

The report found that the top six types of cloud contract terms most negotiated were provider liability, service level agreements, data protection and security, termination rights and lock-ins/exits, unilateral amendments to service features, and intellectual property rights.

"These are the key contractual issues of concern to users in the cloud market at this relatively immature stage of cloud adoption," said professor Christopher Millard, lead academic on the Cloud Legal Project (CLP).

He said standard "one-size-fits-all" terms are often weighted in favour of the provider, and many are potentially non-compliant, invalid or unenforceable in some countries.

Many providers, he said, also do not take into account that users, especially in mainland Europe, have regulatory or other legal obligations and may need to demonstrate compliance to regulators.

Millard said: "To remain competitive providers may have to be more aware of user concerns, more flexible in negotiations, and more willing to demonstrate the security and robustness of their services.

"In the middle or low value markets, choice is still limited, and many contract terms are still inadequate or inappropriate for SME users' needs, as they may lack the bargaining power to force contract changes."

According to the research there are signs of market development though. Where large users have negotiated amendments and thereby helped educate providers about user concerns, these changes are likely to filter down to the middle market at least.

CLP research consultant, Kuan Hon, said: "The findings suggest that more customer-friendly terms are being demanded by large cloud users such as governments and financial institutions, and being offered or agreed by niche specialist providers and market entrants, making contract terms a source of competitive advantage."

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    1. 海外连线 云服务供应商应该多站在用户角度思考问题,把用户当傻子是最不明智的~

      回复[0] 2012/05/31 16:41

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