SLA Playbook for Cloud Migration

October 20, 2019

Our client is a long-established and prestigious Insurance and Investment Company – one of the most respected in the United States. After many years of provisioning and maintaining their own physical infrastructure, they had begun preparations to host their next-generation critical client-facing platform with a cloud service provider. This business-critical shift would be the company’s first significant cloud hosting initiative – with considerable client-facing implications. A delighted user experience would serve as the ultimate measure of success.

SQA’s Quality Engineering practice was hired to consult and provide risk-mitigating guidance and support. The scope included:

  • A deep dive into technical infrastructure specifications and system-to-hardware mapping;
  • Statistical analysis of historical usage patterns, traffic trends and algorithmically based projections of potential growth in the target period;
  • Consideration and rating of different hosting models and options based on historical data from tech stacks of comparable size, complexity and type in similar industries;
  • Application of well-established scientific algorithms to the projection of system load and transaction response to provide a high-reliability projection of infrastructure needs and component-level capacity requirements;
  • Recommendations for the contractually binding Service Level Agreements and Operational Level Agreements (SLAs/OLAs) necessary to guarantee expected end-user experience parameters.

A report and playbook were developed that:

  • Quantified – with precision – the risks.
  • enabled our client to negotiate terms contractually with CSP’s modeled against client usage models.

This playbook now serves as the company standard for product owners, business stakeholders and IT when negotiating with third party service providers. Although the need can be episodic, the enterprise can now evaluate independently – from a scientifically-based point of reference – their system capacity claims and the probable achievability of their promised SLAs.

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