ISO/IEC 19086-1:2016
Information technology — Cloud computing — Service level agreement (SLA) framework — Part 1: Overview and concepts
ISO/IEC 19086-1:2016 seeks to establish a set of common cloud SLA building blocks (concepts, terms, definitions, contexts) that can be used to create cloud Service Level Agreements (SLAs).
This document specifies
a) an overview of cloud SLAs,
b) identification of the relationship between the cloud service agreement and the cloud SLA,
c) concepts that can be used to build cloud SLAs, and
d) terms commonly used in cloud SLAs.
ISO/IEC 19086-1:2016 is for the benefit and use of both cloud service providers and cloud service customers. The aim is to avoid confusion and facilitate a common understanding between cloud service providers and cloud service customers. Cloud service agreements and their associated cloud SLAs vary between cloud service providers, and in some cases different cloud service customers can negotiate different contract terms with the same cloud service provider for the same cloud service. This document aims to assist cloud service customers when they compare cloud services from different cloud service providers.
ISO/IEC 19086-1:2016 does not provide a standard structure that can be used for a cloud SLA or a standard set of cloud service level objectives (SLOs) and cloud service qualitative objectives (SQOs) that will apply to all cloud services or all cloud service providers. This approach provides flexibility for cloud service providers in tailoring their cloud SLAs to the particular characteristics of the offered cloud services.
ISO/IEC 19086-1:2016 does not supersede any legal requirement.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Symbols and abbreviated terms
5 Overview of SLAs for cloud services
6 Relationship between the cloud service agreement and cloud SLAs
7 Cloud SLA management best practices
7.1 General
7.2 Design
7.3 Evaluation and acceptance
7.4 Implementation and execution
7.5 Changes to the cloud SLA
8 The role of cloud service level objectives, cloud service qualitative objectives, metrics, remedies and exceptions in the cloud SLA
8.1 General
8.2 Metrics
8.3 SLOs and SQOs
8.3.1 Service levels
8.3.2 Cloud service level objectives
8.3.3 Cloud service qualitative objectives
8.4 Remedies and claims
8.4.1 Remedies
8.4.2 Claims process
8.5 Exceptions
9 Cloud SLA components
9.1 General
9.2 Covered services component
9.2.1 Description
9.2.2 Relevance
9.3 Cloud SLA definitions component
9.3.1 Description
9.3.2 Relevance
9.4 Service monitoring component
9.4.1 Description
9.4.2 Relevance
9.4.3 Cloud service qualitative objectives
9.5 Roles and responsibilities component
9.5.1 Description
9.5.2 Relevance
10 Cloud SLA content areas and their components
10.1 General
10.2 Accessibility content area
10.2.1 Accessibility component
10.3 Availability content area
10.3.1 Availability component
10.4 Cloud service performance content area
10.4.1 General
10.4.2 Cloud service response time component
10.4.3 Cloud service capacity component
10.4.4 Elasticity component
10.5 Protection of personally identifiable information (PII) content area
10.5.1 Protection of PII component
10.6 Information Security content area
10.6.1 Information Security component
10.7 Termination of service content area
10.7.1 Termination of service component
10.8 Cloud service support content area
10.8.1 Cloud service support component
10.9 Governance content area
10.9.1 Governance component
10.10 Changes to the cloud service features and functionality content area
10.10.1 Changes to the cloud service features and functionality component
10.11 Service reliability content area
10.11.1 General
10.11.2 Service resilience/fault tolerance component
10.11.3 Customer data backup and restore component
10.11.4 Disaster recovery component
10.12 Data management content area
10.12.1 General
10.12.2 Intellectual property rights (IPR) component
10.12.3 Cloud service customer data component
10.12.4 Cloud service provider data component
10.12.5 Account data component
10.12.6 Derived Data component
10.12.7 Data portability component
10.12.8 Data deletion component
10.12.9 Data location component
10.12.10 Data examination component
10.12.11 Law enforcement access component
10.13 Attestations, certifications and audits content area
10.13.1 Attestations, certifications and audits component
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Symbols and abbreviated terms
5 Overview of SLAs for cloud services
6 Relationship between the cloud service agreement and cloud SLAs
7 Cloud SLA management best practices
7.1 General
7.2 Design
7.3 Evaluation and acceptance
7.4 Implementation and execution
7.5 Changes to the cloud SLA
8 The role of cloud service level objectives, cloud service qualitative objectives, metrics, remedies and exceptions in the cloud SLA
8.1 General
8.2 Metrics
8.3 SLOs and SQOs
8.3.1 Service levels
8.3.2 Cloud service level objectives
8.3.3 Cloud service qualitative objectives
8.4 Remedies and claims
8.4.1 Remedies
8.4.2 Claims process
8.5 Exceptions
9 Cloud SLA components
9.1 General
9.2 Covered services component
9.2.1 Description
9.2.2 Relevance
9.3 Cloud SLA definitions component
9.3.1 Description
9.3.2 Relevance
9.4 Service monitoring component
9.4.1 Description
9.4.2 Relevance
9.4.3 Cloud service qualitative objectives
9.5 Roles and responsibilities component
9.5.1 Description
9.5.2 Relevance
10 Cloud SLA content areas and their components
10.1 General
10.2 Accessibility content area
10.2.1 Accessibility component
10.3 Availability content area
10.3.1 Availability component
10.4 Cloud service performance content area
10.4.1 General
10.4.2 Cloud service response time component
10.4.3 Cloud service capacity component
10.4.4 Elasticity component
10.5 Protection of personally identifiable information (PII) content area
10.5.1 Protection of PII component
10.6 Information Security content area
10.6.1 Information Security component
10.7 Termination of service content area
10.7.1 Termination of service component
10.8 Cloud service support content area
10.8.1 Cloud service support component
10.9 Governance content area
10.9.1 Governance component
10.10 Changes to the cloud service features and functionality content area
10.10.1 Changes to the cloud service features and functionality component
10.11 Service reliability content area
10.11.1 General
10.11.2 Service resilience/fault tolerance component
10.11.3 Customer data backup and restore component
10.11.4 Disaster recovery component
10.12 Data management content area
10.12.1 General
10.12.2 Intellectual property rights (IPR) component
10.12.3 Cloud service customer data component
10.12.4 Cloud service provider data component
10.12.5 Account data component
10.12.6 Derived Data component
10.12.7 Data portability component
10.12.8 Data deletion component
10.12.9 Data location component
10.12.10 Data examination component
10.12.11 Law enforcement access component
10.13 Attestations, certifications and audits content area
10.13.1 Attestations, certifications and audits component
Bibliography