1. 2011. 10. 5.()2011 10 5() . : (750-2790) (750-2796) ycs@kcc.go.kr (750-2770) (750-2775) laputa@kcc.go.kr, SLA , - 3.6 - - - ( ) AS SLA (Service Level Agreement)" , . , . < SLA (Service Level Agreement) > , , () , . , SLA , .- 1 -

2. 1. SLA SLA (Service Level Agreement) ., . , , , . , , 10 ~ 11 . , SLA . , , , , . , 3.6- 2 - 3. ( 99.5% - 83.3% ~ 99.2%) ., N/W , . ( ) 99.5% :X 100 ( ) 3.6 = 99.5% , 99%( ) , . 99% : X 100 , , (. ISMS) . , IT , , . (99% ), (99% ) .- 3 - 4. 99% : X 100 99% :X 100 , , SLA . , 30 ~ 60% .2. , , . . , , . - 4 - 5. , , , , . OECD 8 , , , , , , 3 , . : 1. SLA 12. SLA 13. 14. 15. 1. .- 5 - 6. [ 1] SLA 2011. 10. 7. II SLA SLA (Service Level Agreement) SLA -, ( ) ,=> , o 31 4 60 , (H: 17% vs. : 69%) Cloud (IDC, 08) : (1), (2), (3) (11. 4) o SLA , < : SLA (Service Level Agreement) > : , : , () , - 1 - 8. SLA o MS SLA , - (= ) , o (10. 8 ), , , , , 9 : SLA o , , o ( : MS 99.9% vs. 96~99% ), (3~100) - , , SLA - 2 - 9. => SLA SLA SLA 11 7 , , II II SLA , 1. 2. 3. / / / (ex. ) * , ( ), , o , (99.5% ) ( ) (%) =X 100 ( ) - , N/W , - 3 - 10. < > N/W, o , (99.0%) (%) = X 100 o , SLA ( , ) . o (99%), (99% ) , - 4 - 11. (%) =X 100 (% = )X 100 o SLA , - , (, , MS ) , < SLA > ( ) - 99.9~99.0% : 10%- 99.9~99.0% : 3%- 99.0~95.0% : 25%- 99.0~95.0% : 15%- 95.0 : 50% ( 3) , o , ( , ) - 5 - 12. , IIIIII SLA SLA , ( ) () () (11. 10) ( ) , (11. 10 ~ 11), (SLA ) SLA , , SLA - 6 - 13. [2 : SLA ] SLA - The Guide for Cloud Service Level Agreement - 14. < (Recommendation) > : SLA (simple), (measurable), (tangible) : , SLA - , , , (, ) : - 8 - 15. - Cloud Service Level Agreement -( )( )Version. 1.0 < SLA >Version No. 1.0 - - SLA () () . SLA , . SLA . - 1 - 16. 11SLA SLA(Service Level Agreement) ( D ) ( ) , () ( ) . (SLA) .22 2.1. () . (D ). , (, , N/W ) (OS, DBMS, ApplicationS/W, Web Server ) .2.2. () (D ), . - 2 - 17. . , .333.1. 12 . , (D () ) 30 , , , . , .3.2. (D () ) .3.3. . / // . - 3 - 18. 4 4 (Availability)4.1. ( ) ( ) . , . 24 365 , . .4.2. (D 99.5% .) . , 99.99% . ASP/SaaS SLA (08) 99% ,Google Apps(Premier edition) Amazon S3 99.9% . Salesforce.Com . (MTTR), (MTBF) .4.3. (D ) ( K / / ) , () . < : > - 4 - 19. o : ( ) ( ) - (Downtime) . ,Google Apps, MS Azure(Compute) (internal server error) , 5 10 . , (, ) . (MTTR ; Mean Time To Repair) o : ( ) D 1 + D 2 + ...... + D n- MTTR =(Di : , n : ) n o : (D (MTTR)) .0 (MTBF ; Mean Time Between Failure) o : - (n : ) o : (D (MTBF)) . - 5 - 20. 5 5 (D . ) , . ( ), , .5.1. (Planned Outage)5.1.1. (.SW/HW ) .5.1.2. (D , () (). 09:00 18:00 ) .5.1.3. (D , ) 15 . 5.1.4. (D , ( , ) ) .5.2. (Unplanned Outage) - 6 - 21. 5.2.1. . .5.2.2. (D , )() .5.2.3. (D ( , )) , .5.2.4. (SLA Exclusion) , , , , . ,SLA , .- 7 - 22. < : > (Scheduled Maintenance) o : o : (D , ( , ) ) . Google App Engine SLA (Scheduled Maintenance) 60 , . o : o : (D ) . .66 ()(D SLA (D ) ) () .- 8 - 23. , , . , , . , . < SLA > () 1 OO2) 1) GOGRID 99.9% ~ 99.0% 10% 25% Google, MS, 299.0% ~ 95.0% Amazon 95% 50% 1) 0 ~ 24 2) 3 , 100 (, ) 77 (Back-up) (D () , () ) , (back up) . . (fully) , (partially) . , , , . , . - 9 - 24. < : > o : (K ) o : (D ///) () . o : ( ) o : (D 99% .)0 o : o : (D ) .~ o : , . 5, 3 .88 (Scalability) () ( ), (D () , ) - 10 - 25. (D . ) . , , .99 (D () . ) . , , .< : >1010 (Security)(D ) , () , - 11 - 26. .(D 3 ) () . , . (ISMS ) . . IDC . , .1111 () , e-mail Fax (D . (D , ) ) () .(D , () ) . , , , , . , , , . - 12 - 27. < : > o : o : (D () ) (respond), (resolve). (response) , Fax, e-mail . (resolve) . o : -o : (D 99% . )- 13 - 28. o : , - o : (D 99% .)~ o : - (%) = 100 o : (D 95% .)3 o : , o : (D 5% .) CRM, ERP SaaS SW , 1212 (D ) ( ) 1() . - 14 - 29. ( ) ( ) , () ( ) . SLA . , , . e-, . .1313 () , (D ) . . D) ( () , . , , , .- 15 - 30. . o , .o ASP/SaaS , 1 . < OO OO// > MTTR / MTBF / , , , (, ) - 16 - 31. , - . - , ., - . - , ., - . - , . - , . - , , SLA, , . , - , , . - , , , . - , .. - 17 - 32. , 3 - ., - . - , ., - . - . - , . , , , - ., - , . - , , , . , , - , .- 18 - 33. , , - . - ., - , , . - , ,, , , , , ., - , . - , . - , . , - 19 - 34. - . - . - , , ., - . - , ., 8 / / - . - 3 3 . - , PC , , - . - , . , - 20 - 35. - , ., - . - , . - 21 - 36. , - , , , . - , IT, , . - ., - . - , . - ., - . - , (, , ), , SLA , . , - 22 - 37. - . - , . - , . - , , , SLA, ., - . - , , , , ., - . - , ., - . - , . - , . , , - 23 - 38. - . - , , ., - . - ., - , , . - , . - . , - , . - 24 -