Understanding Service-Level Agreements

When you sign a service agreement with a cloud-based solution provider, your agreement will normally contain a clause called a service-level agreement (SLA). The SLA defines the level of service that the cloud-based company must provide. Common components of an SLA include MTBF, uptime percentage, throughput, and other performance benchmarks. Before you enter into an agreement, pay close attention to the details of the SLA.

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