Situation
The client's product team was completing the implementation of a SaaS solution for a large corporate customer, with little time left to finalize the contract.
Action
I sat down with the business team to understand what the service actually involved and where the risks lay, then prepared and negotiated the implementation agreement, including SLA and data-processing provisions.
Outcome
The implementation began as planned, and the client had clear rules on responsibility and service availability in the event of a failure.