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J Jusletter IT
Cloud Computing

Service Level Agreements (SLA) in cloud-based agreements

Best practices from a practitioner’s standpoint

Philippe Gilliéron

Citation: Philippe Gilliéron, Service Level Agreements (SLA) in cloud-based agreements, in: Jusletter IT 23 May 2019

This paper is not meant to be a scientific one, but rather a business-oriented paper reflecting the author’s experience after having negotiated several hundreds of cloud-based agreements and related SLAs for numerous companies ranging from small and medium-sized enterprises (SME) to multinational ones, in most cases in favor of customers. As a result, this paper is mostly targeted towards practitioners having to deal with SLAs in their daily work; in other words, readers will not find any footnotes or scholarly references as would normally be expected from a scholarly piece of work.

Table of contents

  • I. Preliminary remarks
  • II. Availability
    • a. Definition
    • b. Rate
    • c. Credits
    • d. Termination events
  • III. Response time
  • IV. Releases
  • V. Incident management
    • a. Responsibility
    • b. Channels of communication
    • c. Support hours
    • d. Priority levels
  • VI. Governance
  • VII. Conclusion
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