PUBLIC CLOUD SERVICE AGREEMENTS: WHAT TO EXPECT AND WHAT TO NEGOTIATE version 2.0
Public Cloud Service Agreements: What to Expect and What to Negotiate Version 2.0 provides cloud service customers with a pragmatic approach to understand and evaluate public cloud service agreements (CSAs) from different providers.
Cloud technology supports all types of IT capabilities, from basic computing and storage to platforms and applications. These cloud services can be orchestrated to deliver what is consumed by the enterprise – business services. If any portion of this orchestration does not meet service level objectives, the business can be impacted, from slow response time to debilitating outages and damage to the enterprise’s reputation. Moreover, the broader adoption of hybrid cloud requires management visibility across both in-house systems and public cloud services to ensure the availability and performance of critical services.
The “Current Anatomy of a Cloud Service Agreement” section contains a structure that cloud service customers can use to compare agreements from different public cloud service providers.
The “What You Can Expect and What You Should Negotiate” section is the heart of the guide and includes a series of ten steps that cloud service customers should take to evaluate CSAs in order to compare public cloud service providers or negotiate terms with a provider.
In addition to this paper, a great deal of research and analysis regarding the landscape of CSAs is available in the CSCC’s Practical Guide to Cloud Service Agreements Version 2.0.