The cloud operational boundary.
Unlike an airplane in this case we are going to call it the point of known operations. Operations are difficult on the perimeter of networks as it crosses multiple networks and often within an organization multiple groups.
What line could be drawn that would allow for safe and secure operations all the way through the solution? Is that line comprised of a series of firewall connections? Is it the internet itself? What about solutions that go from the organization to the customer via the internet? Virtually every organization has some component of what it builds delivered via the internet. Be it information, processes, or even products the internet is a critical tool going forward for most organizations.
How then do we create a boundary that is acceptable? SLA’s of 99.9% uptime on one side of the router and 98% uptime on the other side of the router is a huge differential.
- Can an organization offer a reduced “cloud” SLA?
- Can an organization offer a reduced solution SLA between internal and external end users?
I suspect that the old adage (the store was closed so I went somewhere else) probably applies to these solutions a little. Cost savings are fairly common across a number of internet store fronts.
Some organizations have a unique ability – what they have is critical path information for their customers that they customer can’t get somewhere else. This however ends up creating a customer satisfaction issue if it is difficult or hard to get the information.
This brings me to my initial thought – information SLA’s. If I can solve your problem every time, would you be willing to wait for a lower SLA solution?