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The internet is a key issue when evaluating SaaS or cloud providers. RIght now ThousandEyes has the ability to monitor and disagnos the issues the this unknow can create. I know you posted this a few months ago, but I can send you a link for a free trial of the software.
I use CA's APM Cloud Monitor, which is helpful. But there is a monkey wrench thrown into evaluation of SaaS performance - the internet. It is often challenging to determine whether my SaaS provider is the one responsible for an unresponsive application, or if it is "the internet". Want to venture a guess at which one gets the blame every single time that I have contacted my provider? If you guessed they said, "our bad, we'll take care of it," I have a bridge that I'd like to sell you. They are probably right a lot of the time, but it isn't as if I can't ping/traceroute and get an idea of network performance. It's a lot harder to measure performance inside of the provider's infrastructure, and let's be honest, if I was them I wouldn't let everyone past my firewall either. Still, I think we have a little way to go to find the balance between provider security and user control/access.