Top Factors to Consider in a Service Level Agreement

Top Factors to Consider in a Service Level Agreement

Cloud computing and hosting services are the go-to method for deploying business systems these days, but not all Service Level Agreements are created equal.
top factors to consider in a service level agreement

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Cloud computing adoption for enterprise will continue to be a top trend as mobility becomes an increasingly critical factor in business processes with “centrally coordinated applications that can be delivered to any device”.

This trend presents a new challenge to organizations and industries that operate under strict regulatory compliance requirements, but in the last few years cloud computing has become a competitive requirement for businesses in all industries.  For organizations that have moved or are planning to move their systems to the cloud, especially those with strict compliance controls, there are few critical things to look for in a service level agreement (SLA) when evaluating service providers.

Moving to the cloud has its many advantages for businesses of any size, but not all providers are created equal and neither are their SLAs. In order to be sure you are getting the most value out of your cloud investment your provider’s SLA should clearly spell out its policies and procedures concerning the…

Top factors to consider in a service level agreement

Data Confidentiality

Whether you are a publicly traded company needing to comply with Sarbanes-Oxley (SOX) or a healthcare organization with tight restrictions around HIPAA rules, you need assurances that data will remain under high standards of confidentiality when you move your systems to the cloud.

Force Majeure Events

No matter your climate or geography catastrophic events can occur at any time.  You need a clear understanding of who is liable in the event of a disaster and how your company is safe-guarded against such an event.

Scheduled Downtime and Notification Requirements

All systems need maintenance and backup, but the good news is your cloud provider maintains the system for you.  But you need to know that scheduled downtime will not conflict with your business and includes downtime notification policies that fit your needs.

Responsibility and Reimbursement for SLA Non-Compliance

You know nothing is perfect especially where IT is concerned, but in the event that your provider is unable to meet the uptime guarantee, you need to know that guarantee is backed by financial reimbursement to your organization.

Support Severity Levels and Guaranteed Response Times

If you are struggling to perform a task on your system for any reason, you need fast solutions to the problem.  Make sure your software as a service provider includes support responsibilities and response time guarantees that meet your company’s requirements.

Backup and Restore Routines (Recovery Point Objective and Recovery Time Objective)

The cloud’s ability to deliver backup and restore procedures is one of the major values businesses hope to gain by adopting cloud solutions.  So in order to gain the full benefit of moving to the cloud, your provider’s backup and restore routines must be a priority.

Data Ownership Policies

Today’s business market is driven by data.  You need to know that your provider’s data ownership policies do not overstep your company’s policies. Be sure that data ownership policies after termination of service also meet your company standards.

Data Encryption and How it is Monitored

Data encryption keeps your data safe as it moves through cyberspace.  This includes customer, client and patient data, so you need to know that your provider’s standards meet your company’s security requirements.

Annual Increases, Notifications and Increase Limitations

One of the major advantages of cloud hosting over licensing on-premises solutions is the ability to avoid unexpected costs and fees associated with updates, maintenance and service packs.  You need a predictable cost structure in order to receive a healthy return on your investment in the cloud, so hidden costs and unexpected price increases from a hosting provider are unacceptable.

At RoseASP our priority is our customers and partners, and we earn their trust through strong relationships and unparalleled service.  Delivering Microsoft Dynamics ERP in the cloud, RoseASP works closely with customers to provide a 99.5-percent Service Level Agreement that is comprehensive, covering all of the above factors and more, so our customers have the peace of mind that RoseASP’s hosting services deliver the highest standards of availability, security and compliance support.

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