Making Cloud SLAs readily usable in the EU private sector

Public Cloud Providers & Customer Services

For an organisation that bases its business model on public cloud, it is essential to be able to effectively communicate with the cloud service provider (CSP). If a potential CSP can't provide the necessary information or support before the contract is signed, it probably won't be able to offer decent customer support after the sale.

Customer service is something new for public cloud providers. However, as the customer’s need for help and timely response is rising, the CSPs need to adapt.


From a small or medium enterprise (SME) point of view, it is essential to create an effective line of communication with the CSP, capable of providing support during the acquisition of cloud services as well as during ongoing operations. 


Here is a brief list of suggestions for best communicating with a CSP:

  • communicate your needs: the SME and the CSP must understand and clarify drive capacity, latency, security, management, and geographic distribution before signing a cloud service contract. Putting everything on paper could be helpful;
  • during price negotiation, the SME should keep in mind the amount of time (years) it will need the service: even if prices are getting lower, it will be easier to get a discount if the cloud contract contains a multiyear deal;
  • during the services provision phase, always communicate through a channel that can be audited: by keeping an electronic record, it will be easier to spot and demonstrate a service outrage or a service that doesn't fit the Service Level Agreement.


These activities should take place during the acquisition phase of a cloud service. If you want to know what to do or what to expect during the main phases of the Cloud Service Lifecycle, visit the dedicated section on our website.



Source: Customer service: The next challenge for cloud providers, David Linthicum,