SLALOM: Ready to Use Cloud SLA

This questionnaire accompanies the document "SLA Model Terms and Specifications: SLALOM Project Overview and Request for Feedback". It may be downloaded from bit.ly/SLALOMeHandout. This questionnaire will remain live until 2 April 2015.

Your feedback is important in helping to direct this project, in particular in helping determine what is important to you in the marketplace, and what is secondary, or not important or irrelevant. The benefits to industry should be greater uptake of cloud computing because having fair and balanced contractual provisions will reduce uncertainty and perceived risk. The SLALOM models can be used by most cloud service providers and consumers without great expense yet will provide a high level of trustworthiness. However, in order for this to occur there needs to be a broad consensus of all stakeholders that the terms are fair, legally tight, balanced and sufficiently broad. We need your feedback to help ensure that the results of this project are practical and usable, and produce the intended benefits.

Depending on your level of knowledge and experience about cloud SLAs, this questionnaire may take between 30 and 45 minutes to complete.

Please note:

(1) If you do not have sufficient information to answer any question, e.g. if the meaning of any suggested service level metric is unclear, then you can leave the answer blank.

(2) If you are not able to complete the questionnaire, please still press 'SUBMIT' at the bottom so that we get any feedback you are able to provide.

(3) If you are a consultant, providing feedback from the perspective of an organization you have helped, please provide all answers from the perspective of that organization, except where personal responses are clearly appropriate.

    About SLALOM

    SLALOM is an initiative aligned with the European Cloud Strategy. The first phase of the initiative is an 18-month, EC-funded project whose objective is to create a Service Level Agreement (SLA) reference model consisting of model contractual terms and model technical specifications. It seeks to provide clarity and reassurance to the market through establishing a baseline of fair and balanced provisions for cloud SLAs and cloud computing contracts overall. The initial members of the SLALOM consortium are global service provider ATOS (project lead), legal firm Bird and Bird (responsible for the legal track), the National Technical University of Athens (responsible for the technical track), the Cloud Industry Forum (responsible for the cloud service provider liaison track) and the University of Piraeus (responsible for the cloud adopter liaison track). External collaborators and contributors are welcome. This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 644270.

    Profile Information

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    Model Terms

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    Model Specifications

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    Alignment to ISO - Model Specifications

    SLALOM will align its work to the extent practical to the ISO standards currently under development for Cloud Service Level Agreements. This section of the questionnaire asks for feedback about the overall structure and content of ISO's work as proposed. It is not necessary to know anything about ISO to give meaningful feedback. Indeed, it is particularly valuable to have feedback from people who are not knowledgeable about ISO work to validate that the proposed structure and content make sense from an ordinary commercial perspective. This section presents proposed structure from two different ISO standards under development. The top structure level (in bold purple) is from Committee Draft 1 of ISO/IEC 19086-1 (Cloud SLAs: Overview and concepts). The second and third levels (prefixed with a slash) are additional components or details which are identified as 'core' in the Working Draft of ISO/IEC 19086-3 (Cloud SLAs: Core requirements). Note that 19086-3 is at an earlier draft stage, and more likely to evolve, but 19086-1 is also expected to evolve further, in particular to take account of issues recognized during the development of 19086-3. For each entry, please indicate by ticking the appropriate boxes whether you consider, from the perspective of your organization, the indicated components or details for cloud SLAs to be (a) highly unimportant; (b) somewhat unimportant; (c) somewhat important; or (d) highly important [='core requirement']. Note: This structure is © 2015 ISO/IEC, as part of draft standards under development.
    Overall
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    / Monitoring parameters
    / Monitoring logs
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    Overall
    / Responsibility list
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    Overall
    / Accessibility standards
    / Accessibility policies
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    Overall
    / Total downtime
    / Availability
    / Availability percentage
    / Uptime
    / Uptime percentage
    / Allowable downtime
    / Downtime
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    Overall
    / response time observation
    / response time mean
    / response time variance
    / Nth percentile of response time
    / Cloud service response time over threshold
    / Delay duration time
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    Overall
    / Number of simultaneous cloud service connections
    / Limitation of available cloud service resources
    / Cloud service throughput
    / Cloud service bandwidth
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    Overall
    / Elasticity
    / Speed
    / Precision
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    Overall
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    Overall
    / Notification of service termination
    / Return of assets
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    Overall
    / Support plans
    / Support costs
    / Support methods
    / Support contacts
    / Support hours
    / Service outage support hours
    / Service incident notification
    / Service incident reporting
    / Service incident notification time
    / Maximum incident resolution time
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    Overall
    / Regulation adherence
    / Standard adherence
    / Policy adherence
    / Audit schedule
    / Number of failed SLOs
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    Overall
    / Time to service recovery (TTSR)
    / Mean time to service recovery
    / Maximum time to service recovery (MTTSR)
    / Number of service failures
    / Network redundancy
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    Overall
    / Backup method
    / Backup interval
    / Backup verification
    / Backup restoration testing
    / Backup restoration test reporting
    / Retention period for backup data
    / Number of backup generations
    / Alternative methods for data recovery
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    / Cloud service provider disaster recovery plan
    / Recovery time objective (TRO)
    / Recovery point objective (RPO)
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    / Intellectual property rights component
    / Cloud service customer data component
    / Cloud service provider data component
    / Account data component
    / Derived data component
    / Data portability component
    / Data examination component
    / Law enforcement access component
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    / Data deletion process
    / Data deletion notification
    / Data deletion time
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    / Data location
    / Data location specification capability
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    / Cloud service attestations
    / Cloud service certifications
    / Cloud service audits
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    Coverage of Scenarios Emerging from Research

    We need feedback to assess the importance the market attaches to areas arising from the SLA research community to determine the relative emphasis we should place on these areas in the final product. Given that these topics have arisen largely from academic research, rather than from the commercial marketplace, people completing this questionnaire may wish to investigate this topic further using the references in Annex B of the document "SLA Model Terms and Specifications: SLALOM Project Overview and Request for Feedback".
    SLAs at different levels
    Multi-level SLA interaction model
    SLA negotiation across multiple layers
    Automated SLA re-negotiation
    Proactive SLA violation detection
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    Optional Feedback

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    * Data Protection

    The information provided by you in this questionnaire will be used for research purposes. It will not be used in a manner which would allow identification of your individual responses. It will be stored in a secure way. Anonymised research data may be archived in a public repository at a future date in order to make them available to other researchers in line with current data sharing best practices. If you would like further information on our data protection policy or to solicit the removal or correction of your personal data, please send an email to Daniel.Field[at]Atos.net with the subject “SLALOM - DATA PROTECTION REQUEST”