ISO/IEC INTERNATIONAL STANDARD 19086-1 Firstedition 2016-09-15 Information technology Cloud computing Service level agreement (SLA) framework - Part 1: Overview and concepts Technologies de I'information - Informatique en nuage - Cadre de travail de I'accord du niveau de service Partie 1: Apercu genéral et concepts Reference number IS0/IEC 19086-1:2016(E) TEC IS0/IEC 19086-1:2016(E) Contents Page Foreword ..V Introduction. ..vi 1 Scope. 2 Normative references 3 Terms and definitions 4 Symbols and abbreviated terms 5 Overview of SLAs for cloud services ..5 6 Relationship between the cloud service agreement and cloud SLAs 7 Cloud SLA management best practices ..7 7.1 General, ..7 7.2 Design. .1 7.3 Evaluation and acceptance .7 7.4 Implementation and execution .8 7.5 Changes to the cloud SLA .8 8 The role of cloud service level objectives, cloud service qualitative objectives, metrics, remedies and exceptions in the cloud SLA .8 8.1 General ..8 8.2 Metrics.. 8.3 SLOs and SQOs. 9 8.3.1 Servicelevels .9 8.3.2 Cloud service level objectives 9 8.3.3 Cloud service qualitative objectives .9 8.4 Remedies and claims. ..10 8.4.1 Remedies .10 8.4.2 Claims process ..10 8.5 Exceptions 10 9 Cloud SLA components .10 9.1 General .10 9.2 Covered services component. .10 9.2.1 Description. .10 9.2.2 Relevance. ..11 9.3 Cloud SLA definitions component .11 9.3.1 Description. .11 9.3.2 Relevance. ..11 9.4 Service monitoring component. ..11 9.4.1 Description. ..11 9.4.2 Relevance. ..11 9.4.3 Cloud service qualitative objectives .11 9.5 Roles and responsibilities component. ..1 9.5.1 Description. .11 9.5.2 Relevance. 10 Cloud SLA content areas and their components ..12 10.1 General ..12 10.2 Accessibility content area 12 10.2.1 Accessibility component .12 10.3 Availabilitycontentarea 13 10.3.1 Availability component ..13 10.4 Cloud service performance content area .13 10.4.1 General ..13 10.4.2 Cloud service response time component. .13 IS0/IEC 2016 - All rights reserved IS0/IEC 19086-1:2016(E) 10.4.3Cloud service capacity component. 14 10.4.4Elasticity component. 15 10.5 Protection of personally identifiable information (PIl) content area. 16 10.5.1Protection of PII component. 16 10.6 Information Security content area. 17 10.6.1 Information Security component. 17 10.7 Termination of service content area. 18 10.7.1Termination of service component 18 10.8 Cloud service support content area. 19 10.8.1 Cloud service support component 19 10.9 Governancecontentarea 21 10.9.1 Governance component. 21 10.10 Changes to the cloud service features and functionality content area. 22 10.10.1 Changes to the cloud service features and functionality component 22 10.11 Service reliability content area. 23 10.11.1 General. 23 10.11.2 Service resilience/fault tolerance component. 23 10.11.3 Customer data backup and restore component 24 10.11.4 Disaster recovery component 25 10.12 Data management content area 26 10.12.1 General. 26 10.12.2 Intellectual property rights (IPR) component .27 10.12.3 Cloud service customer data component. 27 10.12.4 Cloud service provider data component. 28 10.12.5 Account data component 28 10.12.6 Derived Data component 28 10.12.7 Data portability component 29 10.12.8 Data deletion component. 29 10.12.9 Data location component. 30 10.12.10 Data examination component .31 10.12.11. Lawenforcementaccesscomponent 31 10.13 Attestations, certifications and audits content area. .31 10.13.1 Attestations, certifications and audits component. .31 Bibliography 33 iv @ IS0/IEC 2016 - All rights reserved