Making Cloud SLAs readily usable in the EU private sector
Public Cloud & Customer Service
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.
Source: Customer service: The next challenge for cloud providers, David Linthicum, infoworld.com