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Cloud Computing: Concepts, Technology & Architecture by Zaigham Mahmood, Thomas Erl, Ricardo Puttini

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Chapter 16. Service Quality Metrics and SLAs

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16.1 Service Quality Metrics

16.2 Case Study Example

16.3 SLA Guidelines

16.4 Case Study Example

Service-level agreements (SLAs) are a focal point of negotiations, contract terms, legal obligations, and runtime metrics and measurements. SLAs formalize the guarantees put forth by cloud providers, and correspondingly influence or determine the pricing models and payment terms. SLAs set cloud consumer expectations and are integral to how organizations build business automation around the utilization of cloud-based IT resources.

The guarantees made by a cloud provider to a cloud consumer are often carried ...

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