The biggest advantage to Cloud Computing is that the company eliminates
costs by outsourcing software, hardware, and network capacity provision. It
allows the business to perform its core business objectives in an optimal manner.
The provision of cloud software and infrastructure needs a binding contractual
relationship to determine the nature of services provided. These are in the
form of SLAs. SLA stands for Service Level Agreement; it is an element of
service contracts where the nature of service to be provided is defined. This
explains to the party sourcing the services what they are expecting of the
cloud company in the simplest terms possible.
The language of Cloud SLAs will be sourced from technical terminology
prevalent in this particular field. As a matter of necessity, SLAs employ the
use of technical jargon that a reasonable individual versed in the field would
understand clearly. The SLAs come in different varieties; one, Customer based
SLA – this deals with the service issues of an individual customer group. For
example, it can be used where a company needs a private and personalized cloud.
Two, Service based SLA – this addresses the service agreement for a particular
service for all customers.
The cloud SLA enables the provider to set service provision targets that
are within his capacity to deliver. This is because it defines Service Level
Management SLM, practices. SLM are specific to Information Technology
infrastructure and provide for monitoring, reviewing, and continuous
identification of service delivery levels specified in the SLA. SLM ensures
adequate service delivery in a timely fashion by providing service continuity
mechanisms. It organizes the crucial aspects of service availability
management, service capacity, and management of incidents and problems. Finally,
SLM produces the service catalogue to ensure that clientele is aware of the
current services available from the cloud solutions provider.
The metric defined in cloud service SLAs are such as; one, server uptime
and downtime. The former is the time duration the server is operational and
available while the latter is time the server needs to be offline for
maintenance and upgrades. Two, Mean Time to Recovery MTTR; this is the amount
of time service restoration will take when the component systems or subsystems
fail. There are other service delivery metric specific to cloud hosting, all
covered by the SLA. The main benefit of the SLA is it defines the exact
contractual obligations undertaken in clear terms for the parties contracting. When
enforcing service delivery this is the document one uses.
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