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{{Quote|[a]n abbreviated service [[agreement]] stating the technical performance promises made by a provider, including remedies for performance failures. An SLA is composed of three parts. The first part is a collection of promises made to [[subscriber]]s, (2) a collection of promises explicitly not made to [[subscriber]]s, i.e., limitations, and (3) a set of obligations that [[subscriber]]s must accept.<ref>[[FG Cloud Technical Report]], Part 1, at 4-5.</ref>}} |
{{Quote|[a]n abbreviated service [[agreement]] stating the technical performance promises made by a provider, including remedies for performance failures. An SLA is composed of three parts. The first part is a collection of promises made to [[subscriber]]s, (2) a collection of promises explicitly not made to [[subscriber]]s, i.e., limitations, and (3) a set of obligations that [[subscriber]]s must accept.<ref>[[FG Cloud Technical Report]], Part 1, at 4-5.</ref>}} |
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− | {{Quote|a formal negotiated [[agreement]] between two parties. It is a [[contract]] between [[customer]]s and their providers, and it should document a common understanding about [[agreement]] features such as priorities, responsibilities, and guarantees. Key objectives of SLAs include reducing areas of potential conflict and encouraging issue resolution before a dispute materializes. SLAs typically are governed by a [[master agreement]] (e.g., a [[contract]] or '[[Terms of Service]]'); in the event of conflict between the terms of SLAs and the [[master agreement]], the [[master agreement]] typically prevails.<ref>[[Cloud SLA Considerations for the Government Consumer]], at 2.</ref>}} |
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== Overview == |
== Overview == |