MANAGED SERVICES cloud


#dcsarticle http://www.dcseurope.info/n/mchh


The cloud SLA factor: How to assess who’s got it and why


Public cloud provider SLAs are much more than an uptime percentage guarantee. By Keao Caindec, Cloud Business Unit CMO, Dimension Data.


SERVICE LEVEL AGREEMENTS (SLAs) are a major consideration for every buyer of public cloud computing services. These help protect the buyer by holding the cloud provider to a contracted delivery time of cloud application service and performance, which is especially critical as service outages can have a negative impact on the business.


46 www.dcseurope.info I November 2013


Outages disrupt the delivery of key applications and software, and can weaken the quality of a client’s experience with a business’ product or service.


The Cloud Standards Customer Council (CSCC), a user advocacy group, recently reviewed SLAs from some of the industry’s


largest cloud providers. Worryingly, it found that SLAs can be difficult for buyers to decipher, and, in some cases, are too rigid and non-negotiable. Additionally, last December, a leading IT research analyst made the now-often-repeated declaration that many leading public cloud SLAs are “practically useless.”


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