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?”

Has the 99.999% Availability SLA Gone the Way of the Dodo?

J. Stradling
J. Stradling

Summary Bullets:

  • Traditional network SLA metrics do not take into account changing IT needs.
  • Is your network vendor willing to extend service guarantees to application availability?

There are many ways of looking at network service level agreements (SLAs).  For telecom providers and certain clients, they can be a mere commercial agreement whereby network downtime will be compensated.  In other cases (for example, when downtime can prove very costly or even disastrous to a business), the enterprise customer will need to pay for extra resiliency in the form of five-nines availability or even 100% availability based on 1+1 back-up and/or a 3G wireless broadband data link.  Traditional data WAN SLAs still contain the standard metrics, such as jitter, roundtrip delay, latency, availability and MTTR, and this is a good thing overall for making sure the carrier is accountable for the networks. However, IT managers should also be exploring SLAs all the way to applications running on the desktop. Continue reading “Has the 99.999% Availability SLA Gone the Way of the Dodo?”