SERVICE LEVEL AGREEMENT

NEGOTIATION FOR CLOUD

BASED SERVICES
SUBMITTED BY:
ANKITA AGARWAL
ANSHU SHARMA
CLOUD COMPUTING
Cloud compuLlng ls an emerglng compuLlng Lechnology
LhaL uses Lhe lnLerneL and cenLral remoLe servers Lo
malnLaln daLa and appllcaLlons
SERVICE LEVEL AGREEMENT
(SLA)
A service-level agreement (SLA) is a contract
between a network service provider and a
customer that speciIies, usually in measurable
terms, what services the network service provider
will Iurnish. Many Internet service providers
(ISP)s provide their customers with an SLA.
COMMON METRICS
Some metrics that SLAs may speciIy include:
WABA (Abandonment Rate): Percentage oI calls abandoned while waiting to be
answered.
WASA (Average Speed to Answer): Average time (usually in seconds) it takes
Ior a call to be answered by the service desk.
WTSF (Time Service Factor): Percentage oI calls answered within a
deIinite timeIrame, e.g., 80 in 20 seconds.
WFCR(First-Call Resolution): Percentage oI incoming calls that can be
resolved without the use oI a callback or without having the caller call back the
helpdesk to Iinish resolving the case.
WTAT (Turn-Around Time): Time taken to complete a certain tas
EXISTENCE OF SLA IN CLOUD
COMPUTING
Goog|e 1erms of Serv|ce
We|come to Goog|e!
?our relaLlonshlp wlLh Coogle
2 AccepLlng Lhe 1erms
3 Language of Lhe 1erms
4 rovlslon of Lhe Servlces by Coogle
3 use of Lhe Servlces by you
6 ?our passwords and accounL securlLy
7 rlvacy and your personal lnformaLlon
8 ConLenL ln Lhe Servlces
9 ConLenL llcense from you
SofLware updaLes
Lndlng your relaLlonshlp wlLh Coogle
2 CopyrlghL and Lrade mar pollcles
3 AdverLlsemenLs
SETTING UP THE SLA PROCESS
Initial clarification of SLAs and
common understanding of
objectives
Customers
What IT Services are key to
you?
Key peopIe
Key systems
Key departments
Key times/targets
When do you need
them?
How quickIy do
you need them
restored?
What support &
info do you need?
What reviews do
you need?
Facilitator
Service Provider (IT)
What do you provide?
$ystems and networks
AppIications
$upport/heIp desk
AvaiIabiIity
FauIt Response times
ProbIem fix times
What are the key business
systems?
How do you escaIate
issues?
How do you manage major
probIems
What are the key poIicies?
$ecurity, procurement,
standard desktop etc
What do you report on?
Negotiate suitable target
SLAs to meet customer
needs and general IT
capabilities
$et up reporting
mechanisms
SERVICE LEVEL AGREEMENT
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THANX FOR THE
PATEINCE LISTENING