CLOUD SLA

S U B M I T T E D BY G A R I M A B A D H A N I
SECTION L
ROLL NUMBER 25
WHAT IS SLA ?
A Service Level Agreement (SLA) is the bond for performance negotiated between the cloud
services provider and the client. Earlier, in cloud computing all Service Level Agreements were
negotiated between a client and the service consumer. Nowadays, with the initiation of large
utility-like cloud computing providers, most Service Level Agreements are standardized until a
client becomes a large consumer of cloud services.
DIFFERENT LEVELS OF SLAs
Service level agreements are also defined at different levels which are mentioned below:
Customer-based SLA
Service-based SLA
Multilevel SLA
PARAMETERS
Service Level Agreements usually specify some parameters which are mentioned below:
1. Availability of the Service (uptime)
2. Latency or the response time
3. Service components reliability
4. Each party accountability
5. Warranties
Two major Service Level Agreements
(SLA)
1. Windows Azure SLA – Window Azure has different SLA’s for compute and storage. For
compute, there is a guarantee that when a client deploys two or more role instances in separate
fault and upgrade domains, client’s internet facing roles will have external connectivity
minimum 99.95% of the time. Moreover, all of the role instances of the client are monitored and
there is guarantee of detection 99.9% of the time when a role instance’s process is not runs and
initiates properly.
SLA (contd)
2. SQL Azure SLA – SQL Azure clients will have connectivity between the database and internet
gateway of SQL Azure. SQL Azure will handle a “Monthly Availability” of 99.9% within a month.
Monthly Availability Proportion for a particular tenant database is the ratio of the time the
database was available to customers to the total time in a month. Time is measured in some
intervals of minutes in a 30-day monthly cycle. Availability is always remunerated for a complete
month. A portion of time is marked as unavailable if the customer’s attempts to connect to a
database are denied by the SQL Azure gateway.
SLA Lifecycle
Steps in SLA Lifecycle
1. Discover service provider: This step involves identifying a service provider that can meet the needs of the organization and has
the capability to provide the required service. This can be done through research, requesting proposals, or reaching out to
vendors.
2. Define SLA: In this step, the service level requirements are defined and agreed upon between the service provider and the
organization. This includes defining the service level objectives, metrics, and targets that will be used to measure the performance
of the service provider.
3. Establish Agreement: After the service level requirements have been defined, an agreement is established between the
organization and the service provider outlining the terms and conditions of the service. This agreement should include the SLA,
any penalties for non-compliance, and the process for monitoring and reporting on the service level objectives.
4. Monitor SLA violation: This step involves regularly monitoring the service level objectives to ensure that the service provider is
meeting their commitments. If any violations are identified, they should be reported and addressed in a timely manner.
5. Terminate SLA: If the service provider is unable to meet the service level objectives, or if the organization is not satisfied with
the service provided, the SLA can be terminated. This can be done through mutual agreement or through the enforcement of
penalties for non-compliance. 6. Enforce penalties for SLA Violation: If the service provider is found to be in violation of the SLA,
penalties can be imposed as outlined in the agreement. These penalties can include financial penalties, reduced service level
objectives, or termination of the agreement.
Advantages of SLA
1. Improved communication: A better framework for communication between the service provider and the client is
established through SLAs, which explicitly outline the degree of service that a customer may anticipate. This can make
sure that everyone is talking about the same things when it comes to service expectations.
2. Increased accountability: SLAs give customers a way to hold service providers accountable if their services fall short
of the agreed-upon standard. They also hold service providers responsible for delivering a specific level of service.
3. Better alignment with business goals: SLAs make sure that the service being given is in line with the goals of the
client by laying down the performance goals and service level requirements that the service provider must satisfy.
4. Reduced downtime: SLAs can help to limit the effects of service disruptions by creating explicit protocols for issue
management and resolution.
5. Better cost management: By specifying the level of service that the customer can anticipate and providing a way to
track and evaluate performance, SLAs can help to limit costs. Making sure the consumer is getting the best value for
their money can be made easier by doing this.
Disadvantages of SLA
1. Complexity: SLAs can be complex to create and maintain, and may require significant resources to
implement and enforce.
2. Rigidity: SLAs can be rigid and may not be flexible enough to accommodate changing business needs
or service requirements.
3. Limited service options: SLAs can limit the service options available to the customer, as the service
provider may only be able to offer the specific services outlined in the agreement.
4. Misaligned incentives: SLAs may misalign incentives between the service provider and the customer,
as the provider may focus on meeting the agreed-upon service levels rather than on providing the best
service possible.
5. Limited liability: SLAs are not legal binding contracts and often limited the liability of the service
provider in case of service failure.