To assess the client supplier relationship, the project intends to use a model that breaks the relationship into SLA, OLA, ULA and SGA.
SLA (Service Level Agreement) is a commonly seen in IT management literature. Nevertheless, it has various reading. For the Cloud computing appraisal project, SLA stands for "commitment for service levels".
OLA stands either for "Operation Level Agreement", "Operating Level Agreement" or "Operational Level Agreement", depending on authors. Nevertheless, most authors come together on the definition that OLA are SLA agreed between internal entities of an IT supplier. A Cloud computing supplier might give exposure of its OLA which are usually for "internal use". For the Cloud computing appraisal project, OLA will designate "Performance objectives for engaged resources".
ULA stands for "User Level Agreement". These agreements are similar to the agreeements in the consumer market between a telco and a consumer : they stiputate "conditions of usage of the service".
SGA stands for "Service Governance Arrangements". The source of this notion is likely the health/medical care sector. The SGA capture the relationship intensity between the Cloud computing supplier and the client.
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| Cloud computing client supplier relationship assessment |
