ready to use Cloud SLAs

SLALOM Project 2

SLALOM is ready to use Cloud SLAs “SLALOM will take theory to practice, providing a trusted verifiable starting point for providers and

business users to negotiate SLAs for doing business in the Cloud in a simple, fair and transparent way”

SLALOM Project 3

SLALOM is Practical

ISO will tell you WHAT. SLALOM will help you with HOW.

Turning theory into practice.

SLALOM provides additional assurance for the uptake of cloud services with its SLA model legal clauses and technical

specifications, using a trustworthy base built on top of ISO standards which is practical, fair, and understandable, while

saving time and resources.

SLALOM Project 4

SLALOM addresses top problems for potential adopters of Cloud services

Lack of knowledge about what are fair and reasonable contractual terms and conditions related to service levels

Lack of knowledge about how service levels need to be specified technically to provide meaningful protection for adopters

Lack of resources – financial and personnel – to be able to research the issues

Lack of clout to get some cloud service providers to offer fair and balanced provisions

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promises are not enough when doing business

on the Cloud

establish SLAs

If you care about your business you should spend some time to depict your relationship with your new business partners in the Cloud

Pay attention to business, technical and legal aspects and…

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SLAs can be too

SLAs are legal documents (that require the participation of legal

experts and lawyers)

to define both business (managers and accountants)

and technical (engineers) aspects of the services

complex!

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What are SLAs in practice?SLAs contracts should answer basic questions about service delivery:

• What services will be used? and what is an acceptable level of service for each one? Always the same service level? Can they be changed? How? Under what circumstances? By whom?

• What metrics will be used to determine whether that level is being achieved? How can they be measured and monitored? What reporting mechanisms will be used?

• What happens if the requirements are not met? What penalties are defined for such cases? How are they reported?

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What are SLAs in practice?SLAs contracts should answer basic questions about service delivery:

• How are security, privacy and data protection managed? What are the implications covered and assured by the provider or its subcontractors if possible? Do they provide all necessary means to deal and assure business and personal data? Is there any process for Business Continuity?

• What liabilities do providers have? What are the possible limitations to such liability? Are there any “force majeure” circumstances in which the terms do not apply?

• What are the adopter’s obligations to respect the terms of use of the service provided by the cloud provider? Do customers have to accept a code of usage?

SLALOM Project 9

practical approach is about providing guidance and closing the gap

SLALOM Project 10

cloud service providers

closing thegapadopters

legal firms researchregulation & standardization institutions

Cloud Service Providers can base their own SLA contractual clauses and technical specifications on the SLALOM recommendations.

Cloud Adopters will identify use of SLALOM to mean trustworthy and fair service level contractual terms and technical specifications.

We work with world class experts in the field of legal cloud contracts to provide

open wording for service level issues

We are aligned with organizations that are driving the uptake of recommendations both by cloud providers and consumers such as EC,

standards organizations, and industry associations

The models cover both current market practice and scenarios emerging from

state of the art research.

SLALOM Project 11

SLALOM offers ready to use Cloud SLAs baseline templates built on top of

ISO standards

Model Terms

Model Specifications

legal

technical

download version one bit.ly/SLALOMdownloads

coming soon

Make your life simpler. Forget about SLA uncertainty. SLALOM provides

practical templates for SLA contractual clauses and technical

specifications.Slalom gives you a trusted verifiable starting point for service providers and adopters to

negotiate with its guidance materials and its flexible framework built on top of ISO, which can be adapted to suit a variety of requirements and

verticals.

Compete on value. Take it or leave it is not an option. SLALOM’s model terms and

specifications are designed to be fair and balanced, not giving hidden advantage to

either providers or adopters. Consensus between all stakeholders and promotion of safe and fair models’ is needed. We are aligned with

organizations that are driving the uptake of recommendations both by cloud providers and consumers

such as EC, standards organizations, and industry associations.

Practical

Cloud SLAs are not simple, but SLALOM is. We establish the

baseline to allow you focus only on what matters so you can make the

safe jump into the cloud!SLALOM provides guidance for the use of its model terms and specifications saving

time and money.

Understandable

Safe & Fair

SLALOM Project 13

SLA Legal Terms

Model Specifications

legal

technical

SLALOM Project 14

SLALOM SLA Legal Terms

Simply put, an SLA is nothing more than a type of contract

between two parties, the Cloud Consumer and the Cloud

Provider, where SLAs dictate the quality and type of service that will be

provided to the client for a price.

What are SLAs in practice?

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SLALOM SLA Legal Terms

Cloud consumer and Cloud provider must have a legal document with the agreement to effectively work together. This document will state in fancy

contract language all technical and business requirements from both sides.

Therefore, the best SLAs are those that look after the interests of both parties, a balance between being thorough, fair and clear on the one side; while not being overly onerous on the service provider on the

other side. SLALOM is based on common ground and best practice

for both sides of the equation.

What are SLAs in practice?

SLALOM Project 16

SLALOM SLA Legal Terms

The MSA is structured in a way that provides a main umbrella for common legal aspects and delegates the specifics to annexes

in which concrete aspects are detailed.

SLALOM approach facilitates adopting changes in technical definitions covered by the SLALOM technical SLA specification; the detailed description of services involved;

penalties; and other specificities like concrete security policies; data protection policies; business continuity policies; etc..

Master Service Agreement (MSA)is the document that governs the relation

between Cloud Providers and Cloud Consumers

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SLALOM SLA Legal Terms

Master Service Agreement (MSA)is the document that governs the relation

between Cloud Providers and Cloud Consumers

Master Service Agreement Definitions - Interpretations Provision of services Service levels Variation of the services Obligations of the adopter Charges Service credits Intellectual property Term and termination Consequences of termination and expiration Confidentiality obligations Warranties and liability Indemnification Insurance obligations Suspension of services Subcontracting Data protection Force Majeur Notices – Parties’ team leaders Governing law Disputes - jurisdiction Final provisions

Attachments Attachment 1: Services Description Attachment 2: Service Level Agreement – Service Credits Attachment 3: Acceptable Use Policy (AUP) Attachment 4: Charges Attachment 5: Data Protection Attachment

Attachments

SLALOM Project 18

SLA Model Specs

SLA Legal Terms

technical

legal

SLALOM Project 19

SLALOM SLA Tech Specs

To assure required service levels, when dealing with cloud services, organizations must work with a detailed description of the objectives and the way they will be technically measured for a number of different categories of the business cloud strategy.

These include, but are not limited to:

SLA Technical Specificationallows the definition of parameters &

terms through a well-defined set of metrics

Performance & Availability

Personal Data Protection

Security

Governance & Support Services

Data Management

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SLALOM Core SLA

contains specific key metrics & terms (used to assess a property of the SLA),

parameters (used for the expression of a metric),

rules (used for further possible constraints of a metric),

and dependencies (used for specifying the dependencies between the different

metrics)

Specification

SLALOM Project 21

practical approach is about

download SLALOM Legal Terms http://bit.ly/SLALOMdownloads

SLALOM Tech SpecsComing Soon!

providing guidanceSLALOM Legal Terms SLALOM Core SLA Specs

SLALOM Project 22

Contacts us to help us improve how Cloud

SLAs should be done in the real world

http://bit.ly/SLAlomWantsToKnow

Our goal is to seek consensus and create a practical and

understandable baseline for doing business in the Cloud

http://bit.ly/contactSLALOM for Q&A

SLALOM Project 23

The SLALOM initiative is being undertaken by consultants from global service provider Atos, the legal specialist Bird

and Bird, researchers from the National Technical University of Athens and University of Pireaeus, and the

Cloud Industry Forum, an industry body championing transparency and trust of online services.

SLALOM Project 24

SLALOM is a CSA financed by European Commission under Grant agreement 644270

For more information on the initiative contact us:

@CloudSLAlom

www.SLALOM-Project.eu

SLALOM Project Coordinator (daniel.field@atos.net)