BS 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

• an overview of cloud SLAs,
• identification of the relationship between the cloud service agreement and the cloud SLA,
• concepts that can be used to build cloud SLAs, and
• terms commonly used in cloud SLAs.

This document 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.

This document 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.

This document does not supersede any legal requirement.


Cross References:
ISO/IEC 17788:2014
ISO/IEC 17789
ISO/IEC 9241-171:2008
ISO/IEC 17998
ISO/IEC 19086-2
ISO/IEC 19086-3
ISO/IEC 19086-4
ISO/IEC 19944
ISO/IEC 20000-1
ISO/IEC 24751-1
ISO/IEC 27001
ISO/IEC 27002
ISO/IEC 27017
ISO/IEC 27018
ISO/IEC 27040
ISO 29100:2011
ISO/IEC TR 29138
ISO/IEC 29151
ISO/IEC 38500
ISO/IEC 40500
ISO/IEC Guide 71
BS 10012:2009
EN 301 549
JIS Q 15001:2006
NIST/SP 800-53


All current amendments available at time of purchase are included with the purchase of this document.