In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit. Typical ALS and cloud are articulated with specific levels of service, as well as the recourse or compensation to which the user is entitled if the provider cannot provide the service as described above. Another area that you have to look at carefully is the availability of the service, which indicates the maximum time that can take a reading request. The number of repetitions allowed And so on. In any event, a cloud service provider is not required to meet the minimum targets indicated, so the provider must pay the penalty to the consumer of cloud services in accordance with the agreement. Service level agreements are therefore like insurance policies, for which the company must pay under the agreements in the event of an accident. Microsoft publishes service level agreements related to Windows Azure Platform components, proving industry practices for cloud service providers. Each component has its own service level agreements. Below are two main service level agreements (SLA): Set a correct baseline.
Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. The largest QoS (Quality-of-Service) concept that should be covered in each ALS is the promised availability of the provider. Suppliers can break down availability on time – for example, they promise 99.99% availability during business hours. These conditions should also include the vendor`s plan for unexpected downtime, including notifying its users and updating maintenance and service repairs. The metrics and responsibilities between the parties involved in cloud configurations are clearly defined, for example. B the specific reaction time to report or correct system errors. Few service level agreements are applicable as contracts, but most of the time, agreements or contracts are closer to the meaning of an operational level agreement (OLA) and may not have any legal restrictions.
It is normal for a lawyer to check the documents before entering into a larger agreement with the cloud service provider. Service level agreements generally indicate some of the parameters listed below: your cloud provider needs the use of hardware and software (potentially) to operate its services. The provider should describe the hardware that cloud services rely on, including servers and other equipment. If you know the specifications of your cloud`s devices and software, you`ll be able to better understand the specifics of building your cloud environment. and what you need to educate your employees. ALS should be used as a guide to address potential problems. We need to look at ALS as a way to protect service stability, protect company assets and minimize costs if drastic action is needed. For example, switching service providers and cancelling contracts should be a last resort; It is a very expensive and painful solution.