Most companies now use a range of cloud applications, and uptime performance for those applications is measured by Service Level Agreements (SLAs). These agreements acknowledge that glitches, system crashes and downtime have an enormous impact on business continuity and can adversely affect customer loyalty and churn. Gartner estimates downtime can cost major corporations as much as $100,000 per hour.
Unfortunately, not all SLAs are created equal, and worse, some SLAs are downright deceptive. IT leaders must evaluate SLAs to assure they cover minimum requirements for business continuity.
