After suffering a cloud outage that made their Web portal unavailable for about an hour, Innovartus decides to thoroughly review the terms and conditions of their SLA. They begin by researching the cloud provider's availability guarantees, which prove to be ambiguous because they do not clearly state which events in the cloud provider's SLA management system are classified as "downtime." Innovartus also discovers that the SLA lacks reliability and resilience metrics, which had become essential to their cloud service operations.
In preparation for a renegotiation of the SLA terms with the cloud provider, Innovartus decides to compile a list of additional requirements and guarantee stipulations:
The availability rate needs to be described in greater detail to enable more effective management of service availability conditions.
Technical data that supports service operations models needs to be included in order to ensure that the operation of select critical services remains fault-tolerant and resilient.
Additional metrics that assist in service quality assessment need to be included.
Any events that are to be excluded from what is measured with availability metrics need to be clearly defined.
After several conversations with the cloud provider sales representative, Innovartus is offered a revised SLA with the following additions:
The method by which the availability of cloud services are to be measured, in addition to any supporting IT resources on which ATN core processes depend.
Inclusion of a set of reliability and performance metrics approved by Innovartus.
Six months later, Innovartus performs another SLA metrics assessment and compares the newly generated values with ones that were generated prior to the SLA improvements (Table 16.2).
Table 16.2 The evolution of Innovartus’ SLA evaluation, as monitored by their cloud resource administrators.
What are some of the reliability metrics that Innovartus should include in the SLA? Performance metrics?
Why did they switch from a cold-standby high availability model to a hot-standby?
In the revised SLA the average availability is 99.98%. How many seconds is that of downtime in a month?
16.2. Case Study Example
After suffering a cloud outage that made their Web portal unavailable for about an hour,
Innovartus decides
to thoroughly review the terms and conditions of
their SLA
. They begin by
researching the cloud provider's availability guarantees, which prove to be ambiguous because
they do not
clearly
state which events in the cloud provider's SLA management system
are
classified
as "downtime."
Innovartus
also disc
overs that the SLA lacks reliability and resilience
metrics, which had become essential to their cloud service operations.
In preparation for a renegotiation of the SLA terms with the cloud provider, Innovartus decides
to compile a list of additional requi
rements and guarantee stipulations:
The availability rate needs to be described in greater detail to enable more effective management
of service availability conditions.
Technical data that supports service operations models needs to
be included
in order
to
ensure
that the operation of
select
critical services remains fault
-
tolerant and resilient.
Additional metrics that assist in service quality assessment need to
be included
.
Any events that are to
be excluded
from what
is measured
with availability metr
ics need to be
clearly
defined.
After several conversations with the cloud provider sales representative, Innovartus is offered a
revised SLA with the following additions:
The method by which the availability of cloud services are to be measured, in additi
on to any
supporting IT resources on which ATN core processes depend.
Inclusion
of a set of reliability and performance metrics approved by
Innovartus
.
Six months later, Innovartus performs another SLA metrics assessment and compares the newly
generated va
lues with ones that were generated
prior to
the SLA improvements (Table 16.2).
16.2. Case Study Example
After suffering a cloud outage that made their Web portal unavailable for about an hour,
Innovartus decides to thoroughly review the terms and conditions of their SLA. They begin by
researching the cloud provider's availability guarantees, which prove to be ambiguous because
they do not clearly state which events in the cloud provider's SLA management system are
classified as "downtime." Innovartus also discovers that the SLA lacks reliability and resilience
metrics, which had become essential to their cloud service operations.
In preparation for a renegotiation of the SLA terms with the cloud provider, Innovartus decides
to compile a list of additional requirements and guarantee stipulations:
The availability rate needs to be described in greater detail to enable more effective management
of service availability conditions.
Technical data that supports service operations models needs to be included in order to ensure
that the operation of select critical services remains fault-tolerant and resilient.
Additional metrics that assist in service quality assessment need to be included.
Any events that are to be excluded from what is measured with availability metrics need to be
clearly defined.
After several conversations with the cloud provider sales representative, Innovartus is offered a
revised SLA with the following additions:
The method by which the availability of cloud services are to be measured, in addition to any
supporting IT resources on which ATN core processes depend.
Inclusion of a set of reliability and performance metrics approved by Innovartus.
Six months later, Innovartus performs another SLA metrics assessment and compares the newly
generated values with ones that were generated prior to the SLA improvements (Table 16.2).
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16.2.CaseStudyExample.docx
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