Cloud SLA

Taking a look back on Cloud Service Level Agreements (SLA) from approximately a year ago and seeing what has changed for the enterprise. The SLA is nothing new and have existed in information technology for many, many years. I can tell you firsthand that SLA remains critical to the selling proposition. The questions on uptime, outages and compensation do not have easy answers. It would be nice to see an industry standard on what 99.999% actually means.

The SLA is now out in the open to all users of a cloud utility. There is still an lingering question of uptime. Two significant changes in the past year have been the introduction of new cloud services, like Windows Azure, and the mass adoption of Twitter to report uptime experience in real time.You still do not have a meter or gauge detailing realtime usage or uptime. Concerns still remain around what actually constitutes an outage? A period of time? As a client, how would you prove it? If there was an outage and the client could prove it, how does the client receive compensation? These questions can be answered in as many ways as there are cloud or cloud application providers. It will be interesting to see how improvements to the cloud improve SLAs in 2010.