Information technology - Cloud computing - Service level agreement (SLA) framework - Part 1: Overview and concepts

CSA Group
Standards Development Organisation:
Canadian Standards Association (operating as CSA Group)
Working Program:
View the CSA work program
Designation Number:
CAN/CSA-ISO/IEC 19086-1:18
Standard Type:
National Standard of Canada - Adoption of International Standard
Standard Development Activity:
Reaffirmation
ICS code(s):
35.020
Status:
Proceeding to development
SDO Comment Period Start Date:
SDO Comment Period End Date:
Posted On:

Scope:

This document 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.

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.

Project need:

To review the Standard within the required 5 year period.

Note: The information provided above was obtained by the Standards Council of Canada (SCC) and is provided as part of a centralized, transparent notification system for new standards development. The system allows SCC-accredited Standards Development Organizations (SDOs), and members of the public, to be informed of new work in Canadian standards development, and allows SCC-accredited SDOs to identify and resolve potential duplication of standards and effort.

Individual SDOs are responsible for the content and accuracy of the information presented here. The text is presented in the language in which it was provided to SCC.