Title: Cloud Computing Service Level Agreement Issues and Challenges: A Bibliographic Review

Issue Number: Vol. 7, No. 3
Year of Publication: Sep - 2018
Page Numbers: 209-229
Authors: Sohail Razi Khan , Luis Borges Gouveia
Journal Name: International Journal of Cyber-Security and Digital Forensics (IJCSDF)
- Hong Kong
DOI:  http://dx.doi.org/10.17781/P002398


Cloud Computing provides parallel computing and emerged as an efficient technology to meet the challenges of rapid growth of data. With the number of benefits come serious challenges related to poor Quality of Service (QoS) and standards offered by cloud providers. This is due to lack of uniformity interms of Service Level Agreements (SLAs) offered by various providers. The lack of uniformity is considered as a major barrier to the adoption of cloud technology. Due to confusion and absence of universal agreed SLAs, different quality of services is being provided. Currently there is no uniform performance model agreed by all stakeholders; which can provide performance criteria to measure, evaluate, and benchmark the level of services offered by various cloud providers in the industry. With the implementation of General Data Protection Regulation (GDPR) in the near future and demand from cloud users to have Green SLAs that provides better resource allocations mechanism, there will be serious implications for the cloud providers and its consumers due to lack of uniformity in SLAs and variable standards of service offered by various cloud providers. This paper is an attempt to conduct a detailed review in Service Level Agreement issues, discuss the SLA life cycle, the negotiation, and assurance challenges faced by cloud users while agreeing on SLA. The paper is an attempt to highlight problems and challenges due to lack of standards or uniformity in SLAs faced by the cloud industry. Until there is a uniform performance model that stipulates certain agreed metrics in the SLA which the entire industry follows there will be different QoS offered by cloud providers which will be serious challenge to the adoption of cloud technology.