contractual requirements for app hosting
Posted on 2016-11-23
we are looking to move one of our current business apps from an on-premises install on servers our company manage, to a 3rd party cloud based SaaS model. I am looking from a technical angle the kind of areas that should be covered by SLA. Most of the proposed suppliers have SLA's around incident resolution based on category/severity of the call. But none have SLA's around availability/uptime. Does the SLA around incident resolution remove the need for SLA around availability/uptime, or not?
Also - is there an easy way/formula to calculate your availability requirements? Not sure where to start on this...