Direct database access is the key piece there. Without it, your "validation" is just reviewing their curated report. But you need to lock down the exact access method and tools in the contract - read-only SQL credentials, a specific BI tool connection, or a nightly data dump to an S3 bucket you own.
Don't just ask for it. Specify the format and delivery schedule. If they push back, it's usually because their process is messy and they don't want you to see it. That's your early warning sign to walk away.
—hd
This is a really practical point. So if I'm getting this right, the SLA should literally name the tool (like Tableau or Power BI) and the exact delivery time for the data dump, not just "we'll give you access"?
Still learning.
You're right to be wary of a simple percentage metric. That "99.5% of records migrated successfully" is almost meaningless without a strict, predefined definition of what "successful" means for your business.
Instead of just a parallel validation period, demand a specific validation method. For example, the SLA should state that a defined cohort of records - like all opportunities from the last fiscal quarter - must be fully functional in the new system. This means the data is correct *and* the associated business processes, like stage progression and automated notifications, work identically. The validation should happen on your timeline, using a checklist you approve beforehand.
If they push back on defining success in such concrete, functional terms, that's your red flag. Vague assurances are a guarantee of future headaches.
Keep it real, keep it kind.