Defining SLA agreements for the cloud-based solution?

My friend Jimmy is running an end-to-end business solution using a multi-cloud platform.

He was disturbed about his SLA timeline, which is drifting recently many times.

He set up an investigation team to come up with mitigation.

Power demand solution (PDS), uses?an IaaS?Cloud Service Provider to provide the infrastructure?layer, a?PaaS provider to provide the application stack layer, and a?collection of Software as a Service (SaaS) solutions and third-party APIs for diverse core utility functions.

Each one of these Cloud Service providers that makes up the overall PDS platform has its own SLAs.

PDS must take all of those SLAs into consideration before committing to service agreements with its customers.

My friend ignored to obtain the information about the factors that influence customer?expectations are customer characteristics, the criticality of the services provided, and the type of interactions between the provider and the consumer

My companion did not set up the cloud services that provided all this data.

Cloud Service providers?granted directly to consumers for non-mission-critical services do not provide SLAs around performance, uptime, and reliability.

Cloud Service providers knows the stronger the SLA, the more it costs to manage and maintain it.

My?friend’s?business running in a regulated environment.

Customers who require services in a regulated industry require exceptional stronger SLAs than those in a non-regulated industry

The criticality of the service is a key factor in defining SLAs, as well, and my friend has many such services running to drive his power demand forecasts and support.

My friend was considering picking up the customer characteristics to be singled out and the criticality of each component of the architecture needs to be evaluated. The next step is to take an inventory of all of the actors involved in both providing and consuming the cloud services.

The SLA of every Cloud Service providers involved in building the cloud solution should be reviewed and a risk assessment should be performed.

He was studying into these KPI

? Overall uptime of application/service

? Page-load times

? Transaction processing times

? API response times

? Reporting response times

? Incident resolution times

? Incident notification times

+?more like

? Security and privacy safeguards

? Published incident response plan

? Web vulnerability scans and reports

? Published disaster recovery plans

? Safe harbor agreement

? Data ownership declarations

? Backup and recovery processes document

All of the major cloud vendors, whether they are IaaS, PaaS,or SaaS, has made it a priority to develop into compliant with most of the major regulations.

Power demand?solution(PDS)?needs to provide guaranteed service to the consumer.

What is missing in this story? What does Jimmy need to do more or less?