A marketing company is using a Customer Relationship Management SaaS. The SaaS provider has deployed hardware load balancers to distribute users between application servers. User login states are…

A marketing company is using a Customer Relationship Management SaaS. The SaaS provider has deployed hardware load balancers to distribute users between application servers. User login states are preserved in the load balancer. Subsequent login requests direct each user to the same application server. If the server is unavailable or too busy, the user cannot log on. Although the company is very happy with the SaaS cost savings they are unhappy with application availability. To improve application scalability the SaaS provider added new servers to the environment. Users, however, are still experiencing the same problem. Which service characteristic should the SaaS provider implement to improve the user log-on reliability and scale application performance?