AS ISO/IEC 19086.1:2023 identically adopts ISO/IEC 19086-1:2016, which 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).
Table of contents
Header
About this publication
Preface
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
10.2.1.1 Description
10.2.1.2 Relevance
10.2.1.3 Cloud service qualitative objectives
10.3 Availability content area
10.3.1 Availability component
10.3.1.1 Description
10.3.1.2 Relevance
10.3.1.3 Cloud service level objectives
10.4 Cloud service performance content area
10.4.1 General
10.4.2 Cloud service response time component
10.4.2.1 Description
10.4.2.2 Relevance
10.4.2.3 Cloud service level objectives
10.4.3 Cloud service capacity component
10.4.3.1 Description
10.4.3.2 Relevance
10.4.3.3 Cloud service level objectives
10.4.4 Elasticity component
10.4.4.1 Description
10.4.4.2 Relevance
10.4.4.3 Cloud service level objectives
10.5 Protection of personally identifiable information (PII) content area
10.5.1 Protection of PII component
10.5.1.1 Cloud service qualitative objectives
10.6 Information Security content area
10.6.1 Information Security component
10.6.1.1 Description
10.6.1.2 Relevance
10.7 Termination of service content area
10.7.1 Termination of service component
10.7.1.1 Cloud service level objectives
10.7.1.2 Cloud service qualitative objectives
10.8 Cloud service support content area
10.8.1 Cloud service support component
10.8.1.1 Description
10.8.1.2 Relevance
10.8.1.3 Cloud service level objectives
10.8.1.4 Cloud service qualitative objectives
10.9 Governance content area
10.9.1 Governance component
10.9.1.1 Description
10.9.1.2 Relevance
10.9.1.3 Cloud service qualitative objectives
10.10 Changes to the cloud service features and functionality content area
10.10.1 Changes to the cloud service features and functionality component
10.10.1.1 Description
10.10.1.2 Relevance
10.10.1.3 Cloud service level objectives
10.10.1.4 Cloud service qualitative objectives
10.11 Service reliability content area
10.11.1 General
10.11.2 Service resilience/fault tolerance component
10.11.2.1 Description
10.11.2.2 Relevance
10.11.2.3 Cloud service level objectives
10.11.2.4 Cloud service qualitative objectives
10.11.3 Customer data backup and restore component
10.11.3.1 Description
10.11.3.2 Relevance
10.11.3.3 Cloud service level objectives
10.11.3.4 Cloud service qualitative objectives
10.11.4 Disaster recovery component
10.11.4.1 Description
10.11.4.2 Relevance
10.11.4.3 Cloud service level objectives
10.11.4.4 Cloud service qualitative objectives
10.12 Data management content area
10.12.1 General
10.12.2 Intellectual property rights (IPR) component
10.12.2.1 Description
10.12.2.2 Relevance
10.12.2.3 Cloud service qualitative objectives
10.12.3 Cloud service customer data component
10.12.3.1 Description
10.12.3.2 Relevance
10.12.3.3 Cloud service qualitative objectives
10.12.4 Cloud service provider data component
10.12.4.1 Description
10.12.4.2 Relevance
10.12.4.3 Cloud service qualitative objectives
10.12.5 Account data component
10.12.5.1 Description
10.12.5.2 Relevance to cloud computing
10.12.5.3 Cloud service qualitative objectives
10.12.6 Derived Data component
10.12.6.1 Description
10.12.6.2 Relevance to cloud computing
10.12.6.3 Cloud service qualitative objectives
10.12.7 Data portability component
10.12.7.1 Description
10.12.7.2 Relevance to cloud computing
10.12.7.3 Cloud service qualitative objectives
10.12.8 Data deletion component
10.12.8.1 Description
10.12.8.2 Relevance
10.12.8.3 Cloud service level objectives
10.12.8.4 Cloud service qualitative objectives
10.12.9 Data location component
10.12.9.1 Description
10.12.9.2 Relevance
10.12.9.3 Cloud service qualitative objectives
10.12.10 Data examination component
10.12.10.1 Description
10.12.10.2 Relevance
10.12.10.3 Cloud service qualitative objectives
10.12.11 Law enforcement access component
10.12.11.1 Description
10.12.11.2 Relevance to cloud computing
10.12.11.3 Cloud service qualitative objectives
10.13 Attestations, certifications and audits content area
10.13.1 Attestations, certifications and audits component
