The aim of this guide is to provide a practical reference to help enterprise information technology (IT)
and business decision makers as they analyze and consider service level agreements (SLA) from different
cloud service providers. The paper will give guidance to decision makers on what to expect and what to
be aware of as they evaluate SLAs from their cloud computing providers. A checklist of key criteria for
evaluating and comparing SLAs from different providers will be included. Additionally, this paper will
highlight the role that standards play to improve interoperability and comparability across different
cloud providers, and identify areas where future standardization could be effective.
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