• Industry: Technology
  • Date: 12/6/2012

Service level agreements 

As cloud adoption increases, customers are seeking greater reassurance over cost-effectiveness and security. Consequently the proportion of providers with service level commitments in their cloud offerings is expected to rise from 59 percent today to 68 percent within 3 years.

Customer with cloud SLAs

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.


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