Data security and system availability are the two most important SLA parameters. Looking 3 years ahead, data security remains the number one issue, as customers migrate more data-intensive functions to the cloud.
The way in which cloud services are used and charged for is impacting the commercial terms of business with customers. More than one-third of respondents are concerned that their customers may circumvent key elements of cloud-based agreements (intentionally or unwittingly) by developing workarounds or other methods.