Chapter 18
Service Quality Metrics and SLAs
Service-level agreements (SLAs) are a focal point of negotiations, contract terms, legal obligations, and runtime metrics and measurements. SLAs formalize the guarantees put forth by cloud providers and correspondingly influence or determine the pricing models and payment terms. SLAs set cloud consumer expectations and are integral to how organizations build business automation around the utilization of cloud-based IT resources.
The guarantees made by a cloud provider to a cloud consumer are often carried ...
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