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It is not enough, however, just to understand the terms of the SLA. You also need a mechanism with which to monitor and measure whether the service provided matches the level specified in the SLA.

To continue with the previous example of AWS, visit https://status.aws.amazon.com/. You will initially see a dashboard similar to Figure 1.3. The horizontal rows represent the AWS regions. If you look at the corresponding region where your servers are hosted, you can see whether they are having, or have had, any degradation of service or outages.

FIGURE 1.3 AWS dashboard

While this dashboard can be used to inform the customer as to the efficacy of the service overall, it might not provide, by itself, the level of assurance the customer desires; the information is necessarily coming from the provider, and the provider has a vested interest in the outcomes of the data (i.e., getting paid) and so is inherently biased. For such SLA elements, the customer may prefer some third-party validation of the service/data to feel confident that the reporting mechanism adequately reflects the actual level of service provided/received.