ready to use Cloud SLAs

SLALOM Project2 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 Project3 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 Project4 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

5 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…

6 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!

7 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?

8 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 Project9 practical approach is about providing guidance and closing the gap

SLALOM Project10 cloud service providers closing the gap adopters legal firmsresearch regulation & 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 Project11 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

Understandable 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. 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. Safe & Fair 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. 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 Project13 SLA Legal Terms Model Specifications legal technical

SLALOM Project14 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?

15 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 Project16 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

17 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 Project18 SLA Model Specs SLA Legal Terms technical legal

SLALOM Project19 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 Specification allows the definition of parameters & terms through a well-defined set of metrics Performance & Availability Personal Data Protection Security Governance & Support Services Data Management

20 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 Project21 practical approach is about download SLALOM Legal Terms SLALOM Tech Specs Coming Soon! providing guidance SLALOM Legal TermsSLALOM Core SLA Specs

SLALOM Project22 Contacts us to help us improve how Cloud SLAs should be done in the real world Our goal is to seek consensus and create a practical and understandable baseline for doing business in the Cloud for Q&A

SLALOM Project23 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 Project24 SLALOM is a CSA financed by European Commission under Grant agreement For more information on the initiative contact SLALOM Project Coordinator