SLAs: Reflecting End-to-End Reality or a Compartmentalized View of the Cloud?

Amy Larsen DeCarlo
Amy Larsen DeCarlo

Summary Bullets:

  • Cloud providers tend to gravitate toward offering SLAs focused on particular elements of delivery – server availability, network uptime, support response times, etc, but focusing on these components as discrete elements overlooks the end-to-end view.
  • Lackluster SLAs may limit adoption, while performance guarantees that focus on how the on-demand service benefits operations can be appealing differentiators for a solution.

Service level agreements (SLAs) play a crucial role in the adoption of any technology or service model, providing the baseline reassurance an organization needs to trust its provider’s delivery capabilities. The best SLAs demonstrate a provider’s certainty that the service it is supplying to clients can effectively support the client’s operational needs and business objectives. Unfortunately during the early phase in the delivery of a new service, providers concerned about over-promising and under-delivering on service commitments are likely to aim low with their SLA guarantees. Continue reading “SLAs: Reflecting End-to-End Reality or a Compartmentalized View of the Cloud?”