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.
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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
What type of organization is yours, primarily, with respect to cloud services?
Clear selection
If your organization is a cloud service provider, which best describes your channel?
If yours is an end-user organization, in which sector does it primarily operate?
Clear selection
How many employees are there in your immediate organization (determined from the perspective of reasonably independent control in providing or using cloud services)?
Clear selection
If your organization is part of a larger organization or group, how many employees does the overall organization have?
Clear selection
What is the ownership of your organization?
Clear selection
With which of the following do you have experience?
If other cloud-based services please specify
Please classify your personal level of experience/expertise concerning cloud Master Service Agreements?
(Scale from 1 – 10, 1 = new to the area, 10 = expert)
new to the area
expert
Clear selection
Please classify your personal level of experience/expertise concerning cloud Service Level Agreements?
(Scale from 1 – 10, 1 = new to the area, 10 = expert)
new to the area
expert
Clear selection
Geographically where are you, personally, based?
Select the best match from dropdown.
How critical are the cloud services you are concerned about?
Clear selection
What are your organization’s key constraints for its increased provision/use of cloud computing?
Max 10 lines
To what extent do you consider contract and SLA-related issues as inhibiting your organization’s increased provision/use of cloud computing?
Max 10 lines
Model Terms
Please provide a quantitative assessment of the appropriateness and usability of the presentation of model terms given in the examples.
Clear selection
Please provide an overall assessment of the appropriateness and usability of the presentation of model terms given in the examples.
Max 10 lines
What is your biggest 'pain point' regarding cloud computing contracts?
Max 10 lines
What is your second biggest 'pain point' regarding cloud computing contracts?
Max 10 lines
Model Specifications
Please provide a quantitative assessment of the appropriateness and usability of the metrics template shown.
Clear selection
Please provide an overall assessment of the appropriateness and usability of the metrics template shown.
Max 10 lines
What is your biggest 'pain point' regarding SLAs?
Max 10 lines
What is your second biggest 'pain point' regarding SLAs?
Max 10 lines
Please provide your highest priority recommendation for improvement in model specifications.
Max 10 lines
Please provide your 2nd highest priority recommendation for improvement in model specifications.
Max 10 lines
Please provide a quantitative assessment of the potential value of model specifications using a data interchange format such as XML.
Clear selection
Please provide any comments you may have about the idea of model specifications using a data interchange format such as XML, and about the relative desirability of any other data interchange formats.
Max 10 lines
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.
Covered services component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
Clear selection
SLA definitions component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
Clear selection
Service monitoring component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Monitoring parameters
/ Monitoring logs
Clear selection
Roles and responsibilities component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Responsibility list
Clear selection
Accessibility component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Accessibility standards
/ Accessibility policies
Clear selection
Availability component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Total downtime
/ Availability
/ Availability percentage
/ Uptime
/ Uptime percentage
/ Allowable downtime
/ Downtime
Clear selection
Cloud service performance component
Cloud service response time component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ response time observation
/ response time mean
/ response time variance
/ Nth percentile of response time
/ Cloud service response time over threshold
/ Delay duration time
Clear selection
Cloud service performance component
Cloud service capacity component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Number of simultaneous cloud service connections
/ Limitation of available cloud service resources
/ Cloud service throughput
/ Cloud service bandwidth
Clear selection
Cloud service performance component
Elasticity component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Elasticity
/ Speed
/ Precision
Clear selection
Protection of personally identifiable information component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
Clear selection
Information security component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
Clear selection
Termination of service component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Notification of service termination
/ Return of assets
Clear selection
Cloud service support component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
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
Clear selection
Governance component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Regulation adherence
/ Standard adherence
/ Policy adherence
/ Audit schedule
/ Number of failed SLOs
Clear selection
Service reliability component
Service resilience/fault tolerance component
highly unimportant
somewhat unimportant
somewhat important
highly important (core requirement)
Overall
/ Time to service recovery (TTSR)
/ Mean time to service recovery
/ Maximum time to service recovery (MTTSR)
/ Number of service failures