Service Level Agreement In Cloud Computing Tutorial
Service level agreements are also defined at different levels: most service providers provide statistics, often via an online portal. Customers can verify that SLAs are being met and that they are entitled to service credits or other penalties in accordance with the SLA. Data protection processes, such as backup and disaster recovery, should also be addressed. The agreement should specify each party`s responsibilities, acceptable performance parameters, a description of the applications and services covered by the agreement, procedures for monitoring service levels, and a timetable for riot resolution.