Cloud providers are more reluctant to change their standard SLAs because their margins are based on providing convenience services to many buyers. However, in some cases, customers can negotiate terms with their cloud providers. Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. Not all problems are the same. Some require immediate attention, while others may wait a bit. An SLA should clearly define the severity of problems and the average reaction time and repair based on their severity. A system distance state is considered a Severity 1 issue, while a module that is not working can be a Severity 3 issue. Of course, you want the provider to react and fix Severity 1 issues, especially others, which should be defined in the SLA in order to avoid inconvenience. In the same way, some users are more important than others, which means that the top priority of VIP users is to troubleshoot or offer services. We want the provider to fix the CEO`s email before switching to “normal” users. Many users who want to try SaaS (Software as a Service) are confused by all the technical jargon they encounter in their research.
As SaaS increasingly becomes a popular method of software delivery, many still don`t understand the common terminologies associated with cloud technology. The SLA (Service Level Agreement) is perhaps one of the most important things to consider when signing up for a SaaS offering. This contribution should make it easier for beginners to understand what SLA means and what they can expect from the agreement. The IT INFRASTRUCTURE Library (ITIL) certification is a globally recognized IT service management certification distributed by Axelos. There were several versions of ITIL, the latest ITIL v4 is 2018. . . .