ISO/IEC 19086-3:2017
Information technology — Cloud computing — Service level agreement (SLA) framework — Part 3: Core conformance requirements
ISO/IEC 19086-3:2017 specifies the core conformance requirements for service level agreements (SLAs) for cloud services based on ISO/IEC 19086‑1 and guidance on the core conformance requirements. This document is for the benefit of and use by both cloud service providers and cloud service customers.
ISO/IEC 19086-3:2017 does not provide a standard structure that would be used for cloud SLAs.
| Get this standard | Prices exclude GST | |
|---|---|---|
| PDF ( Single user document) |
$190.00 NZD
|
|
| HardCopy |
$238.00 NZD
|
|
| Networkable PDF |
Price varies
|
Foreword
1 Scope
2 Normative references
3 Terms and definitions
4 Abbreviated terms
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
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
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
10.4.3 Cloud service capacity component
10.4.4 Elasticity component
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
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
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
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
10.11.3 Customer data backup and restore component
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
10.12.4 Account data component
10.12.5 Derived data component
10.12.6 Data portability component
10.12.7 Data deletion component
10.12.8 Data location component
10.12.9 Data examination component
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
Bibliography
Keep me up-to-date
Sign up to receive updates when there are changes to this standard
Related Information
Similar Standards
-
BS ISO/IEC 17826:2016
Information technology. Cloud Data Management Interface (CDMI)
-
BS ISO/IEC 17826:2022
Information technology. Cloud Data Management Interface (CDMITM) Version 2.0
-
BS ISO/IEC 18384-1:2016
Information technology. Reference Architecture for Service Oriented Architecture (SOA RA), Terminology and concepts for SOA
-
BS ISO/IEC 18384-2:2016
Information technology. Reference Architecture for Service Oriented Architecture (SOA RA), Reference Architecture for SOA Solutions
Foreword
1 Scope
2 Normative references
3 Terms and definitions
4 Abbreviated terms
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
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
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
10.4.3 Cloud service capacity component
10.4.4 Elasticity component
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
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
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
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
10.11.3 Customer data backup and restore component
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
10.12.4 Account data component
10.12.5 Derived data component
10.12.6 Data portability component
10.12.7 Data deletion component
10.12.8 Data location component
10.12.9 Data examination component
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
Bibliography