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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 .. 34 Step 10: Understand the Exit Process.

• Terminology changes have been made; specifically, the term service level agreement (SLA) has been replaced by cloud service agreement (CSA) to reference the broad agreement that is established between cloud customers and providers. The term SLA is now used to reference that part of the broader CSA that deals specifically with service levels.

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