Service Level Agreements

Cloud Service Level Agreements (Cloud SLAs) form an important component of the contractual relationship between a cloud service customer and a cloud service provider of a cloud service. Given the global nature of the cloud, SLAs usually span many jurisdictions, with often varying applicable legal requirements, in particular with respect to the protection of the personal data hosted in the cloud service. Furthermore different cloud services and deployment models will require different approaches to SLAs, adding to the complexity of SLAs. Finally, SLA terminology today often differs from one cloud service provider to another, making it difficult for cloud service customers to compare cloud services (EC Cloud Standardisation Guidelines).