Thomas Trappler, associate director of IT strategy for the university of California system, published a paper ten years ago called that covers growing concerns in the cloud computing space. But in hindsight, “If It`s in the Cloud, Get It On Paper: Cloud Computing Contract Issues” (2010) can be read as a harbinger of the problems faced by consumers and providers in recent years with regard to cloud SLAs. The article specifies the contractual terms to be taken into account when negotiating cloud SLAs to protect organizations that are moving from a “technically managed solution” managed internally to a “contractual solution” managed by external vendors and third parties. In addition to identifying the problems faced by companies today when signing a cloud-based SLA, the article relativizes the speed of technological progress over the past ten years and the impact on the role and business value of SLAs. Service Performance – Metrics and performance levels to measure performance are defined. The customer and the service provider should agree on a list of all the metrics they use to measure the provider`s service levels. What availability can you actually offer your customers? The answer to this question depends on the number of critical dependencies you use, managed by external vendors, and the levels of availability guaranteed by those vendors in their SLAs. This article is a must and helps you avoid penalties for ALS violations. A key factor in this result is the time you choose to measure availability (7 days in the example above). Shorter periods are typically used as checkpoints for participating engineering teams (e.g.
.B. SRE and SWE) to track service means, while longer periods are typically used for verification purposes by the wider organization/team. The SLA is usually one of the two fundamental agreements that service providers have with their customers. Many service providers draw up a framework contract to define the general terms and conditions of sale in which they collaborate with their customers. The SLA is often included in the service provider`s framework contract by reference. Between the two service contracts, the SLA adds greater specificity when it comes to the services provided and the metrics used to measure their performance. . . .