5 best practices for a strong UC cloud SLA

5 best practices for a strong UC cloud SLA

Organizations need a strong cloud SLA to meet their UCaaS performance needs. These five best practices provide guidance on how to get the most out of a UCaaS provider’s SLA.

Service-level agreements are a critical part of a unified-communications-as-a-service contract. They should clearly state the conditions of service, such as uptime, mean time to repair and other performance characteristics, and provide buyers with a remedy for non-performance.

Unfortunately, creating solid and enforceable service-level agreements (SLAs) is often a black art. Most UCaaS providers offer boilerplate terms of service that cover usage, options for discontinuing service, payment requirements, privacy and security, and dispute resolution. Providers may guarantee uptime and performance with non-performance credits — or they may not. Regulatory requirements that apply to PSTN providers may not apply to UCaaS vendors. Customers, especially smaller organizations, may lack the ability to negotiate custom cloud SLAs that meet their needs.

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