Service Level Agreements (SLA) in cloud-based agreements
Best practices from a practitioner’s standpoint
This paper is not meant to be a scientific one, but rather a business-oriented paper reflecting the author’s experience after having negotiated several hundreds of cloud-based agreements and related SLAs for numerous companies ranging from small and medium-sized enterprises (SME) to multinational ones, in most cases in favor of customers. As a result, this paper is mostly targeted towards practitioners having to deal with SLAs in their daily work; in other words, readers will not find any footnotes or scholarly references as would normally be expected from a scholarly piece of work.
Table of contents
- I. Preliminary remarks
- II. Availability
- a. Definition
- b. Rate
- c. Credits
- d. Termination events
- III. Response time
- IV. Releases
- V. Incident management
- a. Responsibility
- b. Channels of communication
- c. Support hours
- d. Priority levels
- VI. Governance
- VII. Conclusion
