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TriCore Solutions 2015 Predictions: Hybrid Cloud SLAs will be the Number #1 Customer Request in 2015


Virtualization and Cloud executives share their predictions for 2015.  Read them in this series exclusive.

Contributed article by Gina Murphy, Executive Vice President, Sales Enablement and Strategy for TriCore Solutions

Hybrid Cloud SLAs will be the Number #1 Customer Request in 2015

The hybrid cloud is now the new normal in cloud computing. The whole point of a hybrid cloud is to design and customize cloud capabilities that address your organization's unique needs. But today - service providers typically offer a one size fits all service level agreement. You need a service provider willing and able to customize the service level agreement to meet those unique needs of your organization so that you can take advantage of the flexibility, scalability, cost reductions, and resiliency that cloud computing offers. 2015 will be the year that customers demand customized SLAs.

Service Level Agreements (SLA) serve as a roadmap and a warranty for cloud services offerings. All cloud providers offer some type of standard, one-size-fits-all SLA that may or may not include the following, depending on your requirements:
  • covers availability,
  • performance,
  • security,
  • disaster recovery,
  • response times,
  • compliance and
  • termination.

This may be adequate for pure cloud applications; however. standard SLAs fall short when it comes to hybrid cloud deployments.

There is nothing standard about hybrid deployments. Each one is different and inherently includes a higher level of involvement from the enterprise IT department. SLAs need to establish clear guidelines of engagement for both the enterprise and service provider. Unfortunately, not all cloud service providers are open or equipped to customize SLAs. This will need to change in 2015 - hybrid cloud is now the new normal.


Every hybrid cloud implementation is unique and that makes securing them a continuous challenge. The networking and integration points between the private and public clouds need careful consideration. This is where an SLA comes into play. The SLA should address three primary areas of risk:
  • Data - Who secures the link when data leaves the private cloud? The SLA should address data custody, control, possession, and right of return.
  • Compliance - Enterprises still need to comply with regulations that pertain to data governance even data leaves the premise. How will the interconnectivity of a hybrid cloud deployment impact compliance?
  • Audit - SLAs should cover access to documented proof necessary to demonstrate compliance to an auditor and who pays for the service provider's time during an audit.

Where's my data?

When data leaves the private cloud, it is likely that it will be stored in multiple data centers for high availability and for business continuity or may transverse multiple clouds. The SLA needs to address where your data is stored, will it transverse multiple countries, who can access it, how often is it backed up, how is it restored, and what happens when a breach occurs.

Availability and Performance - Availability can mean differently things depending on the services offered. For IaaS, availability is usually defined in terms of infrastructure such as cloud servers and storage. For PaaS, availability may be defined in terms of functionality and access to the platform and for SaaS providers, availability will be defined in terms of application and data availability. Ensure that guarantees and definitions are clearly outlined in the SLA.

Service Providers must be willing to customize SLAs to meet the needs of their customer. Transparency builds trust and having the ability to respond to a crisis as a cohesive team is the goal of any SLA.


About the Author

As Executive Vice President, Gina is responsible for all of TriCore's Solutions, Service Strategy and Sales Enablement. This includes Product Management, Account Management and supporting Sales and Operations with strategic guidance from the customer's perspective to take TriCore's products and services to the next level. Sitting between the technical resources and the sales team, Gina's goal is to empower these teams to demonstrate TriCore's value proposition to its customers as it relates to their unique circumstances.

Prior to joining TriCore, as the Vice President of Solution Architects at NaviSite, Gina managed a global team responsible for providing technical sales engineering solutions to ensure enterprise customers obtain the highest quality of complex and supportable solutions, on time and within budget. Gina also held management positions in information technology, business management systems, technical training, and operations with Surebridge, TVGuide and Lightbridge.

She holds a Bachelor of Art in Communication from Stonehill College.

Published Wednesday, December 17, 2014 10:41 AM by David Marshall
@VMblog - (Author's Link) - February 10, 2015 6:57 AM

Once again, how great is it to be a part of the virtualization and cloud industries? 2014 was another banner year, and we witnessed a number of fantastic technologies take shape and skyrocket. And I, along with many industry experts and executives, media

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