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BS ISO/IEC 19086-3:2017

BS ISO/IEC 19086-3:2017

$142.49

Information technology. Cloud computing. Service level agreement (SLA) framework – Core conformance requirements

Published By Publication Date Number of Pages
BSI 2017 26
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This document specifies the core conformance requirements for Service Level Agreements (SLAs) for cloud services based on ISO/IEC 19086ā€‘1 and guidance on the core requirements. This standard is for the benefit and use by both cloud service providers and cloud service customers.

This document does not provide a standard structure that would be used for cloud SLAs.

This document does not supersede any legal requirement.

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
9 1 Scope
2 Normative references
3 Terms and definitions
4 Abbreviated terms
10 5 Conformance
6 Relationship between the cloud service agreement and cloud SLAs
7 Cloud SLA Management
8 Role of cloud service level objectives, cloud service qualitative objectives, metrics, remedies, and exceptions in the cloud SLA
11 9 Cloud SLA components
9.1 General
9.2 Covered services component
9.3 Cloud SLA definitions component
9.4 Service monitoring component
9.4.1 General
9.4.2 Monitoring parameters
9.4.3 Monitoring mechanisms
9.5 Roles and responsibilities component
12 10 Cloud SLA content areas and their components
10.1 General
10.2 Accessibility content area
10.2.1 Accessibility component
10.2.2 Accessibility standards
10.2.3 Accessibility policies
10.3 Availability content area
10.3.1 Availability component
10.3.2 Availability
10.4 Cloud service performance content area
10.4.1 General
10.4.2 Cloud service response time component
13 10.4.3 Cloud service capacity component
10.4.4 Elasticity component
14 10.5 Protection of personally identifiable information (PII) content area
10.6 Information security content area
10.7 Termination of service content area
10.7.1 Termination of service component
10.7.2 Data retention period
10.7.3 Log retention period
10.7.4 Notification of service termination
10.7.5 Return of assets
15 10.8 Cloud service support content area
10.8.1 Cloud service support component
10.8.2 Support hours
10.8.3 Service incident support hours
10.8.4 Service incident notification time
10.8.5 Maximum first response time
10.8.6 Maximum incident resolution time
10.8.7 Support plans
10.8.8 Support methods
10.8.9 Support contacts
10.8.10 Service incident reporting
16 10.8.11 Service incident notification
10.9 Governance content area
10.9.1 Governance component
10.9.2 Regulation adherence
10.9.3 Standards adherence
10.9.4 Policy adherence
10.9.5 Audit schedule
10.10 Changes to the cloud service features and functionality content area
10.10.1 Changes to the cloud service features and functionality component
10.10.2 Minimum service change notification period
17 10.10.3 Minimum time before feature/function deprecation
10.10.4 Service change notification method
10.11 Service reliability content area
10.11.1 General
10.11.2 Service resilience/fault tolerance component
18 10.11.3 Customer data backup and restore component
19 10.11.4 Disaster recovery component
10.12 Data management content area
10.12.1 Intellectual property rights (IPR) component
10.12.2 Cloud service customer data component
10.12.3 Cloud service provider data component
20 10.12.4 Account data component
10.12.5 Derived data component
10.12.6 Data portability component
10.12.7 Data deletion component
21 10.12.8 Data location component
10.12.9 Data examination component
22 10.12.10 Law enforcement access component
10.13 Attestations, certifications and audits content area
10.13.1 General
10.13.2 Cloud service attestations
10.13.3 Cloud service certifications
10.13.4 Cloud service audits
23 Bibliography

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BS ISO/IEC 19086-3:2017
$142.49