- Exclusion of scheduled downtime from availability SLA
- Exclusion of intermittent downtime (periods of less than 10 minutes) from availably SLA
I also think the announcement is important, because it sets a higher standard for service delivery. By raising the bar, Google also intensifies competitive pressure on service providers such as Microsoft to offer more robust Cloud services. Ultimately, both customers & the industry should benefit from this.
However, as I discussed in my July post, for infrastructure & platform services such as Google App Engine for Business, scheduled maintenance still remains excluded in all SLAs:
- GAE: http://code.google.com/appengine/business/sla.html
- AWS: http://aws.amazon.com/agreement/
- Azure: http://www.microsoft.com/downloads/en/details.aspx?FamilyID=72193dd2-eeaa-4054-93f6-f6b725cf76af&displaylang=en#QuickDetails
- RackSpace: http://www.rackspacecloud.com/legal/sla/
- GoGrid: http://www.gogrid.com/legal/sla.php
Sidebar - I am a regular user of AWS, GAE, Force.com… I have been using these services for more than a couple of years. To be fair, I have never received any emails from any of the major cloud for scheduled downtime. I have received a few from other service providers. So, I would say that they are all doing a pretty good job operationally (a lot better than probably what most enterprises would do), and make sure the services are always up, and almost always perform well :-]. So, they just have it in the SLA agreements for legal protection & liability.
Never-the-less, when it comes to migrating or designing enterprise solutions, depending on the application type and use-case, this can become an issue, and require both technical implementation & operations planning.