Cloud provider 3Tera announces 'five nines' SLA

Customer accounts will be credited automatically if availability drops

Cloud-computing provider 3Tera announced this week that beginning in April, its Virtual Private Datacenter service will offer a 99.999 percent SLA (service-level agreement).

3Tera stopped short of guaranteeing that level of uptime, saying instead that it is "committed to using all commercially reasonable efforts to achieve at least 99.999 percent availability for each user every month."

In the event that availability drops below 99.999 percent, customers' accounts will be credited on a sliding scale. A 10 percent credit for the month will be provided when availability is between 99.999 percent and 99.9 percent, and if it drops lower than 99.9 percent, the credit jumps to 25 percent, 3Tera said. The credits will be applied automatically to customers' accounts.

All VPDC customers that are subscribers of 3Tera's Assured Success Plan will get the SLA, but initially it will apply to services in the U.S., the vendor said.

With the announcement, 3Tera appears to be a nose ahead of other cloud providers' SLAs. For example, Amazon's SLA for its Elastic Compute Cloud (EC2) pledges at least 99.95 percent uptime. And although Amazon also offers credits when the SLA isn't met, customers have to submit a request and document the outages.

Still, one observer had a mild reaction to 3Tera's announcement.

"Any loss of mission-critical infrastructure, even if only for a few minutes, can be hugely damaging in certain sectors," consultant and analyst Paul Miller wrote in a blog post Thursday. "The relatively trivial recompense offered by most Cloud SLAs is actually not worth very much, and will rarely come anywhere near covering the potential loss of revenue and credibility to those relying upon the infrastructure of 3Tera and its competitors in this increasingly competitive market."

But SLAs are "part of the process that a company such as 3Tera must be seen to go through in demonstrating their faith in their own core infrastructure, and their contingency planning for the inevitable occasions on which things break," he added.

However, cloud-computing analyst John Willis said that taken at face value, 3Tera's announcement has merit.

"To go out on a limb and say 'We've got five nines' is pretty bold,'" he said.

3Tera's pledge to automatically apply credits, instead of having customers document outages and then seek recompense, is another plus, according to Willis, who said he is a customer of Rackspace's Mosso cloud service.

"I know that I've had outages over the last two years. I've never once gotten an automatic credit," he said. "That's probably the biggest hook here."

Overall, as cloud computing becomes more common among large enterprises, vendors are moving to beef up SLAs. Last week, Microsoft announced that it would provide a 99.9 percent SLA for its CRM Online service, along with a one-month credit for unplanned outages.

Join the Good Gear Guide newsletter!

Error: Please check your email address.

Tags amazon ec2cloud computing3Tera

Struggling for Christmas presents this year? Check out our Christmas Gift Guide for some top tech suggestions and more.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Chris Kanaracus

IDG News Service

Most Popular Reviews

Follow Us

Best Deals on GoodGearGuide

Shopping.com

Latest News Articles

Resources

GGG Evaluation Team

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Steph Mundell

LIFEBOOK UH574

The Fujitsu LifeBook UH574 allowed for great mobility without being obnoxiously heavy or clunky. Its twelve hours of battery life did not disappoint.

Andrew Mitsi

STYLISTIC Q702

The screen was particularly good. It is bright and visible from most angles, however heat is an issue, particularly around the Windows button on the front, and on the back where the battery housing is located.

Simon Harriott

STYLISTIC Q702

My first impression after unboxing the Q702 is that it is a nice looking unit. Styling is somewhat minimalist but very effective. The tablet part, once detached, has a nice weight, and no buttons or switches are located in awkward or intrusive positions.

Latest Jobs

Shopping.com

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?