• 19.11.2 SLA Lifecycle
  • Cloud Management and a Programming Model Case Study 19.11.1 Types of SLA

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    Cloud Management and a Programming Model Case Study
    19.11.1 Types of SLA
    From the perspectives of application hosting by consumers into cloud, SLA can be divided 
    in two parts where one part assures infrastructural service quality and the other does the 

    Infrastructure SLA and

    Application SLA
    Infrastructure SLA deals with infrastructure-related issues like network connectivity, server 
    availability, packet loss issues etc. For example, one Infrastructure SLA statement may state that 
    packet loss will not exceed 1 percent in one calendar month or data center network availability 
    will be at least 99.99 percent of the entire duration in one calendar month. 
    Application SLA deals with different performance metrics of applications to maintain the 
    desired quality of services. It may address issues like latency of web server, latency of database 
    server, application response time and others. 
    19.11.2 SLA Lifecycle
    In the process of establishing and maintaining the agreement on terms and conditions, each 
    SLA passes through a lifecycle consisting of a sequence of phases. Figure 19.8 shows the phases 
    in the lifecycle of SLA which are listed below:
    1. Contract definition: Service providers define SLAs corresponding to their service offerings 
    by using the standard templates. Customized SLAs for individual customers or enterprises, 
    if required in future, are derived from these base SLA templates.
    2. Publishing and discovery: The base service offerings of service providers are published and 
    the appropriate promotion is done so that consumers become aware about those services. 
    Consumers must find those services on searching the service catalog along with other 
    competitive offerings. Consumers can then shortlist the most appropriate one and later on, go 
    after further negotiation for any necessary customization with the corresponding provider.
    3. Negotiation: Once the customer shortlists service and corresponding service provider, the 
    SLA terms and conditions are the next important things to be mutually agreed upon before 
    signing the final service contract. For a standard service offering, this phase is automated. 
    For customizable service offerings, this phase is manual and negotiable. In this case, the 
    consumers should have clear idea about their requirements and service providers must 
    analyze the service needs of the consumers. At the end of this phase, a mutually agreed 
    SLA is prepared and is signed by both parties.
    4. Operationalization: A SLA in operation may involve three different activities like
    SLA monitoring,
    SLA accounting and
    SLA enforcement.

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    Cloud Management and a Programming Model Case Study 19.11.1 Types of SLA

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