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A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:
Cloud computing disperses applications and services among multiple servers and, in some cases, multiple data centers. Cloud orchestration coordinates the different cloud elements to ensure systems and applications management, integration, support, billing, provisioning, service-level agreement management and contract management.
Service level agreements often refer to monthly downtime or availability in order to calculate service credits to match monthly billing cycles. The following table shows the translation from a given availability percentage to the corresponding amount of time a system would be unavailable.
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
Microsoft Azure uses large-scale virtualization at Microsoft data centers worldwide and offers more than 600 services. [11] Microsoft Azure offers a service level agreement (SLA) that guarantees 99.9% availability for applications and data hosted on its platform, subject to specific terms and conditions outlined in the SLA documentation.
Cloud storage is a model of computer data storage in which data, said to be on "the cloud", is stored remotely in logical pools and is accessible to users over a network, typically the Internet. The physical storage spans multiple servers (sometimes in multiple locations), and the physical environment is typically owned and managed by a cloud ...
Typically, cloud providers' Service Level Agreements (SLAs) do not encompass all forms of service interruptions. Exclusions typically include planned maintenance, downtime resulting from external factors such as network issues, human errors , like misconfigurations, natural disasters , force majeure events, or security breaches .
An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.