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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.
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 ...
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 ...
In particular, the term is used in connection with mainframes [11] [12] or enterprise computing, often as part of a service-level agreement. Similarly, percentages ending in a 5 have conventional names, traditionally the number of nines, then "five", so 99.95% is "three nines five", abbreviated 3N5.
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.
CSP—Cloud service provider; CSP—Communicating sequential processes; CSRF—Cross-site request forgery; CSS—Cascading style sheets; CSS—Content-scrambling system; CSS—Closed-source software; CSS—Cross-site scripting; CSV—Comma-separated values; CT—Computerized tomography; CTAN—Comprehensive TeX Archive Network; CTCP—Client-to ...