Cloud SLAs

Abstract

The variability in the service level agreements (SLAs) of cloud providers prompted us to ask the question how do the SLAs compare and how should the SLAs be defined for future cloud services. We break down a cloud SLA into easy to understand components and use it to compare SLAs of public cloud providers. Our study indicates that none of the surveyed cloud providers offer any performance guarantees for compute services and leave SLA violation detection to the customer. We then provide guidance on how SLAs should be defined for future cloud services.