Cloud and SaaS services are rapidly gaining traction with enterprises and SMBs -- yet IT, which is usually responsible for negotiating contracts with these service providers, may fall short in critical areas of contract negotiation and legal skills. The stakes are high. In a worst case scenario, you can simply realize that you made a mistake, and that you must get out of a contract. In less dire cases, you can find yourself relying on a vendor that doesn't execute to your business SLAs as your internal staff would. The best way to set expectations is by laying them out clearly in the contract that you sign with your vendor. This provides a platform for ongoing discussions about service levels.