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Practical Guide to Cloud Service Agreements

Practical Guide to Cloud Service Agreements Version April, 2015 Copyright 2015 Cloud Standards Customer Council Page 2 Contents Acknowledgements .. 3 Revisions .. 3 Introduction .. 4 The Current CSA Landscape .. 4 Guide for Evaluating Cloud Service Agreements .. 6 Step 1: Understand Roles & Responsibilities .. 7 Step 2: Evaluate Business Level Policies .. 9 Step 3: Understand Service and Deployment Model Differences .. 15 Step 4: Identify Critical Performance Objectives .. 19 Step 5: Evaluate Security and Privacy Requirements .. 22 Step 6: Identify Service Management Requirements .. 26 Step 7: Prepare for Service Failure Management .. 29 Step 8: Understand the Disaster Recovery Plan .. 32 Step 9: Develop an Effective Governance Process.

The “Guide for Evaluating Cloud Service Agreements” section is the heart of the paper. It provides a prescriptive series of steps that cloud customers …

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