Question

When a cloud service vendor fails to meet their commitment to provide a specified level of service, such as system availability, what is the customer usually entitled to receive from the cloud service vendor?.

Answer 1

If the cloud service vendor fails to fulfill the commitment of the specified service level, then the customer is entitled to get the service credits from the vendor.

What is a cloud service agreement?

The contract initiated between the vendor and user defines the expectations and reasonable level of service provided by the vendor. It is also known as a cloud service agreement.

The cloud service level contract states that there is protection relating to the stability of cloud service, the safeguard against user's data, and the minimization of charges in case of any remedial action taken. If the vendor isn't able to fulfill the stated commitments, then the service credits are provided to the users. It is a certain ratio of the monthly charges paid by the user and is limited up to a defined limit.

Therefore, the service credits are given to the users where the vendor fails to meet the requirements of the agreement.

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