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How does your organization monitor cloud SLAs?

James Bryant's Profile

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Topic Expert
Donald Koscheka
Title: Principal
Company: Bluecloud Communications
(Principal, Bluecloud Communications) |

We use services where the SLA's are monitored by the vendor (email, Instant messaging, document management, accounting). Yes, it's like letting the 'fox guard the henhouse' but most of the time it works - vendors have an incentive to be honest about SLA's because, as Lincoln said, you can't 'fool all of the people all of the time.' When your SLA's potentially impact thousands of customers, if you promise one thing and deliver another, you're going to lose customers fast.

In general, if you have solutions for which SLA's are critical, you should either develop a custom relationship with your vendor (most vendors offer a standard SLA 'package' such as 99.9% uptime) OR consider implementing the solution on-premise.

CV Sudarshan
Title: Sr. Executive
Company: Gorilla Expense
(Sr. Executive, Gorilla Expense) |

(Disclosure: we are a cloud vendor) Get your legal team to look at the SLA and discover 'gaps'. Address these gaps up front with the vendor. Like Donald mentions, find out parameters that are important to you and develop a custom SLA with the vendor. Many vendors will entertain that.

FWIW, typical areas to look for in a cloud SLA are - security, encryption, data retention, data retrieval, uptime/downtime, response periods, backups, maintenance etc. Also, if it is a mission critical application, some vendors will even provide a weekly status report so that you have metrics on performance.

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