You need to have a Service Level Agreement that obligates the ERP software vendor to make the software available and obligates the vendor to minimize downtime. But beyond that, you need to ensure the ERP software vendor responds to downtimes and resolves issues with accessing the software within a certain period. If the vendor cannot do that, it must provide a remedy. Remedies can include payment credits related to downtime, refunds, and the right to terminate the SaaS agreement.
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