Cloud Computing Trauma

Customer service matters. When it comes to cloud computing, a little bit could go a long way.

RightNow, a customer experience software vendor with clients such as the Centers for Medicare and Medicaid Services and the Army Training Help Desk, unveiled on Thursday its cloud services agreement, a set of guidelines intended to improve consumer relations and facilitate the quick adoption of cloud solutions.

The cloud offers tremendous promise, said Greg Gianforte, RightNow's founder and chief executive officer. But while the technical delivery issues have been solved, the consumer engagement issues still need work.

Gianforte said the agreement eliminates hurdles in the software procurement process. For example, customers will be able to align their usage up or down on an annual basis to fit changing needs, and RightNow will offer cash service credits if they fail to deliver. The agreement also includes a three-year base contract plus an additional three years of price caps, annual termination and season scaling options.

Customers are looking for transparency, predictability and flexibility when it comes to cloud, said Ray Wong, partner at Altimeter Group, a digital strategies consultatant, during a panel following Gianforte's presentation. He added that the move is "gutsy" but a way to up the stakes in the industry.

As providers continue to develop these guidelines, will better customer relations propel the cloud craze forward?