Information technology – Cloud computing – Service level agreement (SLA) framework – Part 1: Overview and concepts

Scope

This document provides an overview, foundational concepts, and definitions for the cloud SLA framework. ISO/IEC 19086 builds on the cloud computing concepts defined in ISO/IEC 17788 and ISO/IEC 17789. This document establishes a common framework for helping organizations to understand the purpose of all the parts of ISO/IEC 19086 and the relationships between those parts. It also identifies other documents that have relationships with ISO/IEC 19086 and which are useful in understanding cloud SLAs. This document can be used by any organization or individual involved in the creation, modification or understanding of a cloud service level agreement which conforms to ISO/IEC 19086. The cloud SLA should account for the key characteristics of a cloud computing service and needs to facilitate a common understanding between cloud service providers and cloud service customers © ISO/IEC 2022 All rights reserved

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