Cloud-Computing

Service Level Agreements (SLA) in cloud-based agreements

Best practices from a practitioner’s standpoint

Philippe Gilliéron

Category:

Articles

Region:

Switzerland

Field of law:

IT-Law, Contract Law, Cloud-Computing

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