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DaaS providers stack deck in their favor with SLAs
Sponsored by SearchVirtualDesktop.com
This chapter is included in the Everything you need to know about deploying DaaS E-Book.
Cloud and desktop-as-a-service providers have ways to keep your money once you subscribe to their offerings. When you sign on the dotted line, you get the assurance of a service-level agreement (SLA) that guarantees uptime for your hosted desktops, but the deck is usually stacked in the provider's favor. In the end, your SLA could leave you out of luck.
No service provider can promise true, 100% uptime; technology has limits and things break. But providers also build contracts to include lots of exclusions and criteria that must be met to warrant a service credit in the event of an outage. That's why it's so important to grill potential providers before you select one, and make sure you cover all your bases with your SLA. Know what you're signing up for, and try to negotiate a better SLA if you can. Public cloud providers won't budge much on their terms, but managed service providers and private cloud hosting vendors are more likely to work with you -- for a price.