Gartner Research

Delivering Quality Cloud Communications Requires a Tiered Approach to Managing SLAs

Published: 13 September 2016

ID: G00299230

Analyst(s): Steve Blood


A tiered approach to managing service-level agreements for UCaaS and CCaaS will help IT architects deliver communications services from the cloud that are higher service quality than the premises-based services they replace.

Table Of Contents
  • Key Challenges



  • Define SLAs Appropriate to Business Needs
  • Create an SLA for Each Tier of Service
    • Communications Application Tier
    • Wide-Area Network Tier
    • Local-Area Network Tier
    • Devices Tier
  • Define Target Performance Metrics
    • Availability
    • Latency
    • Performance
  • Define SLA Governance and Compensation for Each Service Tier
    • Mean Time to Respond, Restore and Repair
    • Service-Level Reporting and Management
    • Service Review
    • Consistent Nonperformance Compensation for All Service Tiers
    • Exit Clause for a Persistent SLA Breach

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