28
Apr

Tips for defining SLA Services in the Public Cloud

sla-in-cloud-solutionsOne of the most important items in the hiring of public cloud is the agreement of the level of quality of service (SLA). Lawyers recommend that companies carefully evaluate this issue to reduce business risk.

Many companies hire public cloud without tying the SLA because of the very nature of shared infrastructure, used by providers to offer generic solutions at lower prices. As the client increases its use, calls for more personalized offer and the price rises.

Those who opt for public cloud offerings should not expect to measure. This mode is not equal to the colocation and managed services. However, suppliers need to worry about the quality of services Overlay says.

It is recommended that providers of cloudmust listen and answer customer concerns in the long run. Even after defining the requirements for compliance with the SLAs, issues can arise when the document has been signed.

To provide greater certainty for both parties and avoid questions later, see the following five recommendations:

1. Where is the data?

This question is becoming increasingly difficult to answer and generates discomfort for those who are hiring cloud. Overlay guides is important to know where your data is physically located for regulatory compliance or safety issues, especially when it comes to companies of health and finance sectors.

In an effort to ensure high availability services, providers can rely on data centers spread across multiple locations. The geographical distribution is a measure for disaster recovery. But when data across borders, different laws may apply both for access and for processing.

According to the lawyer, it is important that customers not only know where your data is stored and who will access them. If the data center is located outside your country, ask if the supplier offers backup, and access in case of an incident.

Everything must be questioned to your provider and the answers have to be described in the SLA. Noting that the market offers a variety of self-service solutions. Customers can encrypt data in the cloud and even choose to keep sensitive information inside.

2. Wide awake Contracts

Usually SLAs are detailed in paper form and signed by both parties to the terms of the agreement and aligned. But there are some service providers that refer to the SLA with specific terms posted on websites. This model carries risks because the suppliers can change the rules of the SLA, since there is nothing agreed. The provider may also find that you have no obligation to report changes of terms.

It is reasonable that a supplier has to make changes in services and SLAs, but customers should be notified. The best practice is to establish provisions allowing the customer to terminate the contract if unacceptable changes are made by the supplier.

3. Response time of service

One of the main benefits of the cloud is its elastic nature and the agility that gives customers to dynamically scale the use of IT based on their exact needs. If this feature is important for your company, it is advised to discuss this with your provider.

Many companies focus more on availability. The quality of service is as important as that item, draws attention. If your business depends on new features quickly, for example, this must be written in the SLA contract.

An innovative solution to this issue is to make providers agree to periodic monitoring of its clients to measure the quality of their service. If you lose the indicators, the provider may suggest changes.

This is especially useful in monitoring annual and good agreements for both the client and the vendor. Gives assurance that the provider is continually improving and increasing customer satisfaction.

4. Notification of security issues

Security breaches are very common in IT today, and those who employ public cloud have to learn to deal with these issues when occurrences. What your service provider has to say about it? If your business has impacted clients, who informs them about the issue?

This issue is a gray theme in many cloud contracts. Providers must share information about security breaches and threats as soon as possible after discovery of a problem.

Moreover, if there is a violation, the provider has the obligation to notify users and customers impacted? You want your customers to receive message?, Asks the lawyer

Your customers may want to know about all security flaws from your provider, not just if you are affected by the accident.

You may want to know about the problems that other customers are having and thank you for your details have not been violated. According to the lawyer, it is important that your company knows what happened to make sure it will not be the next target.

5. Beware of hidden costs

Agility is one of the main reasons why businesses embrace the cloud. The model offers potential cost savings, but the lawyer realizes that buyers are not paying attention to all forms of income from suppliers upon SLAs.

The supplier may, for example, stipulate that if there is a problem reported by users, the customer is charged for research. The provider also make conservative estimates of how much it will cost to transfer data into or out of the cloud. But when the service is performed, it costs more. Discover how these fees are calculated.

The general lesson is to adopt a comprehensive approach to analyze in detail what is established in the SLA. Assess the impact of being awake for your business.

Have appropriate people involved in the definition of SLA, since the area of security, IT, legal department to technical implementers to carefully examine all the clauses. It is a way to reduce the risk to your business.

Resources:

ESDS

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