Role of Service Level Agreements in SaaS Business Scenario
Prof Vikas Kumar, Prasann Pradhan · SSRN Electronic Journal · 2013
Software-as-a-Service (SaaS) constitutes a major share in all the cloud computing offerings. Since the physical contact between the service provider and the customer is minimal, the Service Level Agreements (SLAs) are the only means of a formal understanding between the two parties. The present work discusses the composition and requirements of the SLAs for the SaaS environment. A number of major cloud services have been analyzed to outline the most focused components in the SLAs. This includes the social media services, e-mail services as well as the commercial services. Since the number and type of the cloud services is increasing day-by-day, the SLAs are becoming more and more complex and challenging. The challenges to the SLAs in view of next generation services have also been discussed in the paper.