Standards terms and performance criteria in service level agreements for cloud computing services

Final report - Study

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Service Level Agreements for cloud computing services Study about standards terms and performance criteria in service level agreements (SLA) for cloud computing services (SMART 2013/0039) This document is the final report which has been prepared by time.lex and Spark in the European Commission’s study on “Standards terms and performance criteria in service level agreements for cloud computing services” (SMART 2013/0039). An initial objective of this study was to find out and map the rules with respect to Service Level Agreements (SLAs) in each of the Member States, and to determine the... provisions and approaches which are used in practice. A second objective of the study is to provide suggestions of model SLA provisions that could provide some further stability, certainty and transparency in the cloud market. The findings in relation to both of these objectives are summarized in the present report. To facilitate the identification of various SLA in each Member State we publish in addition to the final report the following documents: • Overview of the legal landscape, rules and policies with respect to SLAs in each of the Member States (first interim report of the study) http://ec.europa.eu/newsroom/dae/document.cfm?doc_id=10861 • A table enabling you to easily compare the different country reports (extracted from the above first interim report) http://ec.europa.eu/newsroom/dae/document.cfm?doc_id=10862