On Demand Blogging by Stephen Pech

Does SaaS have to be Web only? Phil Wainewright picked up on this point in his blog SaaS client reaches functional parity with client-server where he talks about RightNow’s use of a .Net based managed client.  So where do Java, AIR/FLEX, Silverlight and .Net sit in the SaaS model?

I agree with Phil in that SaaS is more than just web technologies.  The main push of SaaS is “as a service” - so applications that provide a maintained and managed client side interface are definitely SaaS.

AIR/FLEX, Silverlight, Java and other client side technologies are already part, or are becoming part of the accepted web eco-system just like JavaScript and server side page scripting was added to HTML in the early days.

My definition of SaaS is a service that provides a better service to the customer through

• Web or network-based access
• a Multi-tenant architecture to permit multiple clients to access the same system
• Payment flexibility and advantages over the traditional software model
• External and centrally controlled hosting and management by the service provider

Ideally standard, cross-platform technologies like the web are the preferred method of delivery.  By using .Net, RightNow’s customers are restricted to using their service on only the Windows platform, however that is 80%+ of all devices and if it means a better customer experience and a happier customer then this is definitely a version of the SaaS model.

It is a SaaS variation but is it a good model in the long term?  The future of application access is mobile devices like the mobile phone, Blackberry, Palm, iPhone, Andriod, and Windows Mobile.  Note that Windows is only one of these access points and definitely a minority.  By tying their SaaS offering to windows technology like .Net, RightNow are investing in a platform that provides a good customer experience today, but that is likley to provide a limited one tomorrow.