Gartner Research

Secret SLAs — Stop This Outdated Practice Now

Published: 16 May 2019

ID: G00387777

Analyst(s): Ross Winser , Craig Lowery


Public cloud service providers have conditioned their customers to expect published service-level agreements for the services they provide. Product managers of cloud-based offerings must follow the same practice to meet customer expectations.

Table Of Contents
  • Key Challenges



  • Make a Subset of Your SLAs Standard and Publicly Known
  • Make Your Public SLAs an Easy-to-Find Point of Engagement
  • Provide Added Value Through Custom SLAs

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