ISO/IEC INTERNATIONAL STANDARD 19086-3 First edition 2017-07 Information technology Cloud computing Service level agreement (SLA) framework - Part 3: Core conformance requirements Technologies de I'information - Informatique en nuage - Cadre de travail de I'accord du niveau de service Partie 3: Exigences de conformité essentielles Reference number IEC IS0/IEC 19086-3:2017(E) s @IS0/IEC2017 JACKEY, MA ut license from IHS IS0/IEC19086-3:2017(E) COPYRIGHTPROTECTEDDOCUMENT ISO/IEC2017,PublishedinSwitzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 [email protected] www.iso.org @ IS0/IEC 2017 - All rights reserved licensee=Nanyang Technological Univ/5926867100,User=JACKEY,MA No reprodu mitted without license from IHS IS0/IEC 19086-3:2017(E) Contents Page Foreword ..V 1 Scope ..1 2 Normative references 3 Terms and definitions 4 Abbreviated terms 5 Conformance 6 Relationship between the cloud service agreement and cloud SLAs ..2 7 Cloud SLA Management. 8 Role of cloud service level objectives, cloud service qualitative objectives, metrics, remedies, and exceptions in the cloud SLA .2 Cloud SLA components .3 9 9.1 General .3 9.2 Covered services component. .3 9.3 Cloud SLA definitions component .3 9.4 Service monitoring component. .3 9.4.1 General. .3 9.4.2 Monitoring parameters. .3 9.4.3 Monitoring mechanisms. 9.5 Roles and responsibilities component .3 10 Cloud SLA content areas and their components ..4 10.1 General ..4 10.2 Accessibility content area 4 10.2.1 Accessibility component ..4 10.2.2 Accessibility standards. 4 10.2.3 Accessibility policies.. ..4 10.3 Availability content area 4 10.3.1 Availability component .4 10.3.2 Availability.. 10.4 Cloud service performance content area .4 10.4.1 General. ..4 10.4.2 Cloud service response time component. 4 10.4.3 Cloud service capacity component. 10.4.4 Elasticity component .5 10.5 Protection of personally identifiable information (PIl) content area. .6 10.6 Information security content area. .6 10.7 Termination of service content area ..6 10.7.1 Termination of service component .6 10.7.2 Data retention period .6 10.7.3 Logretentionperiod. 10.7.4 Notification of service termination .6 10.7.5 Return of assets. 10.8 Cloud service support content area. 7 10.8.1 Cloud service support component 10.8.2 Support hours.. .7 10.8.3 Service incident support hours. .7 10.8.4 Service incident notification time .7 10.8.5 Maximum first response time. .7 10.8.6 Maximum incident resolution time .7 10.8.7 Support plans. .7 10.8.8 Support methods 10.8.9 Support contacts. 7 pyrtneatonalAllrights reerved iii JACKEY, MA No reproduction or networking perm nitted without license from IHS Not for Resale