As cloud services brokers, CIOs can push cloud service providers to deliver detailed SLAs. In Research in Action's survey, the top three metrics that respondents would like to see in a cloud service provider's SLA are response time and quality for every end user interaction, availability based on deep, continuous monitoring, and real-time SLA reporting.
Bottom line: Like any broker with expertise in the minutia of a contract with large dollars at stake, the CIO understands the importance of the SLA and other technical requirements that ensure compliance, security, reliability and performance. A good SLA benefits the business as well as the end users.
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