Top 5 Details That Should Be Included In Your Cloud SLA. ✓ Solved
Discuss in 350 words or more the top 5 details that should be included in your cloud SLA. Use at least three sources. Include at least 3 quotes from your sources enclosed in quotation marks and cited in-line by reference to your reference list. Cite your sources.
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In the context of cloud computing, a well-defined Service Level Agreement (SLA) is crucial to ensure that both clients and providers are aligned on expectations and deliverables. Here are the top five details that should be incorporated into any cloud SLA:
1. Clear Definition of Services
The first essential detail in a cloud SLA is the clear definition of services provided. It's important for the SLA to outline the specific services that are being offered, including the scope of these services, key customer requirements, and provider responsibilities. As stated by Mirobi & Arockiam (2015), "the service agreement described in an SLA should highlight the scope of services delivered, key customer requirements, and service provider requirements." This helps in managing expectations and avoiding potential conflicts.
2. Performance Metrics
Another critical detail is the inclusion of performance metrics. This portion of the SLA delineates how the service's quality and efficiency will be measured, including uptime guarantees. For instance, many non-cloud-based services agree upon a minimum uptime of around 99.5%. Krishnaveni notes that, "In the cloud, many SLAs are expressed in terms of availability," thus emphasizing the necessity of performance metrics.
3. Disaster Recovery and Backup Plans
Disaster recovery and backup solutions also warrant attention in the SLA. It is vital for cloud providers to communicate their disaster recovery plans and data backup methodologies clearly. As highlighted by Krishnaveni, "Cloud providers should have a section of the SLA that describes their disaster recovery and backup solutions in detail." Customers need to understand their options for data recovery during unforeseen events.
4. Customer Responsibilities
Customer responsibilities should also be explicitly outlined in the SLA. This helps to clarify what is expected from clients in terms of data management and compliance. Krishnaveni underscores the importance of this aspect by emphasizing, "the SLA is a contract that outlines responsibilities that both the provider and customer agree to." Understanding these responsibilities can prevent conflicts down the line.
5. Review and Termination Clauses
Finally, it’s vital to include clauses that address the periodic review and potential termination of the SLA. This includes establishing timelines for review sessions and metrics for assessing the overall effectiveness of the agreement. Manuel (2015) suggests that, "Periodic review should highlight performance standards and various response times," thereby ensuring that the SLA remains relevant and effective over time.
In conclusion, an effective cloud SLA should detail the services being provided, performance metrics, disaster recovery plans, customer responsibilities, and provisions for review and termination. Each of these components plays a vital role in ensuring that both the provider and customer maintain a clear understanding of the expectations and obligations outlined in the agreement.
References
- Islam, T., Manivannan, D., & Zeadally, S. (2016). A classification and characterization of security threats in cloud computing. Int. J. Next-Gener. Comput.
- Kazim, M., & Zhu, S. Y. (2015). A survey on top security threats in cloud computing.
- Krishnaveni. (n.d.). Personal communication on SLAs in cloud computing.
- Mirobi, G., & Arockiam, M. (2015). Exploring the Service Level Agreements in Cloud Computing. Journal of Cloud Computing: Advances, Systems and Applications.
- Manuel, D. (2015). Key Components of Service Level Agreements in Cloud Computing. Cloud Services Review.