6. Sales model SaaS providers employ a variety of sales models depending on the customer size, geography, and how much customization the product or service requires. A crucial differentiating factor for determining risk is the degree to which providers interface with their customers before and after sales. HIGH-TOUCH -TOUCHSoftware with light-touch sales model Software with high-touch sales model LIGHT• It is more difficult to integrate customer • SaaS services with a high-touch sales gating measures for products and model involve greater customer services that are self-sign-up. Therefore, engagement, giving the SaaS provider issues around objectionable customers, more opportunity to undertake controversial use cases and new market customer due diligence. This, in turn, entry are more prevalent. decreases the likelihood of potential • With off-the-shelf products and human rights harms related to customer services, SaaS providers have less visi- end-use. bility into customer use, increasing the • With more customer engagement, SaaS likelihood of product misuse and abuse. providers have higher visibility into customer use cases, making it easier to anticipate potential harms. • This would more closely connect SaaS providers to potential human rights impacts and give them more leverage to address them. 49 Human Rights Assessment of the Software-as-a-Service Sector