Some questions to ask a potential ASP (Application Service Provider).

Hi all

I have recently been looking to form a strategic relationship with a Microsoft Application Service Provider. I found these questions to ask a potential ASP not a bad start, especially when comparing cost versus service.

1. How do customers access the software? Is it through a browser or an application? If it is through a browser, how does the user experience feel? How are customer service issues resolved? If you (or employees) have questions and/or problems with the software, what happens? Does the ASP provide training?

2. How secure is the data? You want to find out about internal security policies with ASP employees, passwords and access reports to protect your employees, firewall and other safeguards against external attack, and things like tape back ups to handle hardware failures.

3. How secure is the connection between the ASP and the user? Data flows between the ASP and the user whenever the user accesses it. Is it secured by encryption, a VPN, proprietary techniques or some other system?

4. How is the application served? Is your data on a dedicated machine or a shared machine. Both techniques are common and you often have a choice (with dedicated service being more expensive).

5. How does the ASP handle redundancy. If a machine fails or an Internet pipe goes down, what levels or redundancy are in place to keep your servers online?

6. How does the ASP handle hardware/software problems? If a hard disk fails or the application hangs, what are the policies in place around recovery?

7. How does the ASP handle a disaster? If the building were to burn down or a hurricane came through, how would the ASP handle the complete loss of the facility? How long would it be before service is restored?

8. Who owns the data? Obviously the customer should, but this fact should be stated in the contract.

9. How can I get the data out if I choose to select a new ASP two years from now? This is a tricky question on more complicated applications, and one that bears some thought for mission critical applications.

10. How can I move data between existing applications and the ASP? For example, if you have a home-grown ledger system and want to move data back and forth to a billing ASP, how would that work? Many ASPs have already thought of this and handle it very well.

There are probably many others specific to your situation, especially for advanced applications. If the ASP covers all of these bases well, then it is likely that the ASP can support your business adequately.

Some ISP's are becoming ASP's but how well they do it is an important question you need to ask. The skill set of ASP staff required to maintain enterprise level web applications is a lot more advanced than maintaining a ISP's web server.

You need experienced network engineers and DBA's to successfully run an ASP. Look for things like Microsoft Certifed Gold Partner etc.

In regards to rolling out global solutions. I have done it a few times both Internet and Client Server Development. If you have specific questions I may be able to help you more.

A good ASP in the Microsoft world is Attenda. They are quite unique in the service they provide.

On 8:1:26 13 February 2001 Jack wrote:
>Thanks for this helpful list of questions Kris. I've got 2
>questions which are related to this:
>
>1. Are all ISPs becoming ASPs? It seems to me that
>providing just connectivity is becoming increasingly
>commoditised and that to survive ISPs are having to offer
>'value-added' services such as applications that make them
>more of an ASP?
>
>2. Have you had any experience of setting up a global web
>hosting solution? What are the considerations here
>(mirroring etc.) and do you know of anyone who can offer a
>credible solution in this area?
>