The analysis of cloud computing service level agreement (SLA) to support cloud service consumers with the SLA creation process

Abstract

Cloud computing has been developing rapidly in the past few years. Stakeholders and several users started to migrate their data to the cloud to benefit from its usage and storage. The first step cloud service provider (CSP) and cloud service consumers (CSC) deal with is the service level agreement (SLA). It is an agreement issued between the cloud service provider and the cloud service customer that contains the consumer’s service requirements and the service level provided by cloud service providers. The process to create an SLA agreement is very essential for both cloud service providers and consumers. However, it could be vague and not well defined. To enhance the usage of any cloud services, the content and the creation of the SLA agreement should be handled efficiently and carefully. In this thesis, first we conducted a literature review to check the level of occurrence of SLA and SLO parameters in the academia and generate a list of the most and least studied SLA and SLO parameters. In the second chapter, we confronted this list to the three most popular cloud service providers in the modern market (Amazon, Microsoft and Google) to investigate their SLA agreement coverage. Finally, in the last chapter, we proposed an SLA toolkit that could assist cloud service providers and consumers in the process of SLA creation. This SLA toolkit would help the consumers through the negation phase and facilitate the selection process to choose the most applicable cloud service providers’ offer.

Date	1 Mar 2019
Original language	American English
Awarding Institution	École de technologie supérieure
Supervisor	Witold Suryn (Supervisor)