Application of contract and agreement types
To maintain regulatory or legal compliance, it is important to document relationships with third-party entities and, where necessary, ensure that the appropriate legal terms are agreed upon and signed off. We will now take a look at some typical documents.
Service Level Agreement (SLA)
An SLA is an important legally binding document that must be negotiated between a customer and a service provider. The terms will typically include metrics to determine the performance levels demanded by the customer and strict penalties to account for unacceptable levels of service.
Operational Level Agreement (OLA)
A service provider may have many internal dependencies that could affect the successful delivery of services to a customer. A large cloud provider may have negotiated a strict SLA (with financial penalties) to deliver a comprehensive set of information systems. If the internal storage team has a recovery time objective (RTO) of 2...