SLAs for cloud computing is still a big issue. The customers as well as the vendors are left confused as to how best to create a SLA that supports their requirements and meets their service level targets.
If you are a vendor, do remember that cloud computing is vastly different from the traditional computing. Hence, keep in the mind:
For me the best way to go would be service wise. Unlike the traditional mode of service, in cloud computing the service is ‘as-required’ and pricing is ‘as-used’. So you can well imagine how confusing would be the creation of SLA.
In fact many vendors are confused whether to offer Customer SLA (i.e., one SLA for one customer covering all the services provided) or Service SLA (i.e., one SLA covering the same service for all the customers).
So what should customer and a vendor (cloud computing service provider) look while creating a cloud computing SLA?
For Customers, keep an eye out for the following:
- Just like in traditional mode of service, check out the uptime and downtime targets and resolution times.
- Be sure that you are charged for the service that you are using and for the specific period of time (yeah, cloud computing gives you that flexibility).
- Ensure availability, reliability, maintainability and security target levels are strong (the scenarios can be different in cloud computing).
- Find out how the vendor tracks and manages security breaches and data loss.
- How you will ensure seamless uptime, and quickly manage any downtime issues?
- Your Service and Customer SLA should be very specific and detailed.
- Ensure that security is strong and foolproof enough to avoid security breaches and data loss.
- Availability, reliability and maintainability targets should be reasonable.
- Spend a lot of time in penalty clauses before agreeing to it.
