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Director, OpenShift Strategy at Red Hat. Founder of Rishidot Research, a research community focused on services world. His focus is on Platform Services, Infrastructure and the role of Open Source in the services era. Krish has been writing @ CloudAve from its inception and had also been part of GigaOm Pro Analyst Group. The opinions expressed here are his own and are neither representative of his employer, Red Hat, nor CloudAve, nor its sponsors.

5 responses to “Cloud SLAs Are Dead?”

  1. Jacqueline Monroe

    It’s up to the enterprises to insist on it. 25 years ago, enterprise mainframe software vendors were getting away with terms unthinkable today. I was on the vendor end negotiating deals and clients eventually set IT purchasing guidelines and got smart with negotiating. (anyone remember the demise of requiring the client to stay on software maintenance renewals that increased in price every year, or they lose the right to use their perpetual license to the software?)

    As these public cloud companies mature, and the market matures, they will cave on terms presented by buyers for fear of losing the deal. Unfortunately, the threat of losing a large deal is the time they are willing to put resources into changing their template contract and terms, and paying attorneys.

    I do agree there is only so much liability they can take on compared to federated or private cloud, and that will be a distinguishing feature in the future.

    The buyers need to be educated, adopt minimum terms or even their own standard contract, and put pressure on the vendors.

    I’ve been reading your blog since the beginning. It is one I enjoy the most. Please keep it coming!

  2. Robert Cathey

    May be way off base here, but…

    In public cloud, what role does sound devops and system architecture have in service levels? The US-East outage in April brought some services down, but not all. Netflix, if I’m not mistaken, was designed to span availability zones and thus hobbled through.

    In public cloud, software can play a big role in reliability. Design for failure. Thus, don’t users bear more responsibility for uptime than perhaps they’re used to accepting under the SLA paradigm?

  3. Peter Gilmore

    I think there is scope here for system integration companies come in and act as a buffer to the raw power the cloud companies provide. They could offer the SLA by spanning multiple clouds from multiple providers – AWS, Rackspace, etc – or private clouds based other technologies like Cloud.com, Eucalyptus, OpenStack etc. RightScale allows you to develop your application to be somewhat cloud agnostic, and their platform will allow you to launch your servers any cloud, or even spanning multiple clouds.

    With this force in the market astute companies can come in and offer SLAs to the customer, based on straddling multiple clouds for disaster recovery, or to ensure the most cost effect cloud resource is used for the application.