cloud uptime

Cloud uptime is the amount of time that a cloud service hosted by a cloud provider is accessible to end users.

When negotiating cloud uptime in a cloud storage service-level agreement (cloud storage SLA), organizations should evaluate the following items:

1. How fast will the system work when it is up and running? (This is also known as a response time warranty.)

2. What is the guaranteed uptime percentage? (Find out if 99.999% uptime (five nines) requires an upgrade to the standard vendor contract)

3. What timeframe is the vendor using for its uptime guarantee? (Some providers may base their uptime on an annual basis instead of a monthly one.)

4. Is scheduled maintenance included in the cloud uptime guarantee? (Will services be available during scheduled mantenance?)

5. Does guaranteed uptime require changes to the customer's infrastructure? (If so, is there already a process in place for making those changes?)

6. What happens if the service goes down? (Will the customer receive an Email notification, text message or phone call?)

7. What are the penalties if the cloud provider doesn't meet its cloud uptime requirements? (Will the customer be reimbursed in some manner?)

To ensure the customer gets the cloud uptime requested, it is recommended that a third-party collect data from the cloud service provider (using agreed-upon tools and calculations) and report its findings.

This was last updated in February 2014

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