NetSuite Outage and Cloud Service SLAs

Now, what are the SLAs offered by some cloud providers?

Before the cloud, service level agreements were part of the telecommunications and internet service provider world. Now that computing power and storage is being offered in the cloud, SLAs have been extended to cloud resources by providers such as Amazon and Microsoft Azure.

The Microsoft Windows Azure SLA includes 99.95% uptime for Computing Connectivity and 99.9% uptime for Database availability, Storage availability, and Service availability. Financial penalties are made in the form of credits which are based on the percentage of downtime. More details available on Microsoft’s website.

Amazon breaks its SLA into storage and compute. The S3 (storage) SLA includes 99.9% uptime during a monthly billing cycle. The service credit percentage is either 10% or 25%, depending on the percentage of uptime. The EC2 (compute) SLA includes 99.95% availability during a service YEAR. The service credit in this case is 10%. More details available on Amazon’s website.

Cloud applications ride on top of the cloud providers, although in some cases, a single company serves as both the cloud provider and the application provider. In many cases, specifics of the financial penalties are difficult to find, so we have provided only a few examples.

Salesforce does not provide a SLA and has been criticized for not doing so. Applicor provides SLA tracking via their website and a “financial guarantee”, but the terms of the financial guarantee are not immediately available. Side note: many Aplicor SLA features seem more representative of an internet provider than a software provider.NetSuite provides 99.5% uptime per month and returns the monthly subscription fee if they fail to comply. This recent outage means a lot of customers may get a free month. Acumatica provides 99.5% uptime per month and returns the monthly subscription fee if they fail to comply. Acumatica’s application runs on top of Windows Azure, so their SLA encompasses the Windows Azure SLA plus the application level SLA for their ERP software.

The recent outage at NetSuite reported by CRN includes a quote from Steve Jones, CEO of Explore Consulting (a NetSuite advocate), “occasional minor outages are just part of the reality of cloud computing today.”

View Article



Comments

  • There are no comments yet. Be the first to comment!

Leave a Comment
  • Your email address will not be published. All fields are required.

Top White Papers and Webcasts

  • On-demand Event Event Date: February 12, 2015 The evolution of systems engineering with the SysML modeling language has resulted in improved requirements specification, better architectural definition, and better hand-off to downstream engineering. Agile methods have proven successful in the software domain, but how can these methods be applied to systems engineering? Check out this webcast and join Bruce Powel Douglass, author of Real-Time Agility, as he discusses how agile methods have had a tremendous …

  • The mobile market is white hot. Building a well-crafted product development plan that addresses market research, strategy, design, and development will provide the greatest chance for success. Each phase of an app's lifecycle is critical to the its overall success and feeds into the next step of the process of product development for the app. This white paper examines the five key phases of mobile app creation, one by one, to understand how they work together to help create a successful mobile app.

Most Popular Programming Stories

More for Developers

RSS Feeds

Thanks for your registration, follow us on our social networks to keep up-to-date