Making Cloud SLAs readily usable in the EU private sector

How to negotiate a proper SLA: your questions answered

Our 1st webinar, How to negotiate a proper SLA, collected viewers' questions on cloud service level agreements. Here Arthur van der Wees from Arthur's Legal answers your questions. 

Q. What's the trade-off between security and quality versus price? Should there be a basic standard with minimum requirements?

The cloud services market is still quite young and maturing. We are all working together on a solid, fair and affordable basis, with the help of standardisation (IEC, ISO) and related certification, as well as accountability and other frameworks, such as new legislation and international efforts, and of course good business sense and customers/passengers seeking basis assurances - the main framework for minimum and transparant requirements for all airliners).

Q. How do you think the cloud market will evolve?

It is interesting to take a good and in-depth look at already matured markets such as electricity, water, aviation and telecommunications. With these in mind, we can almost see the future.
 
Q. Is a typical cloud SLA an appendix to the main service agreement and does it have the same negotiation priority?
 
Yes, it is an important part of the main agreement. So are other parts, such as security policies, processer agreements, privacy level agreements. So negotiation thereof is of the same value as the main agreement. Perhaps it’s again good to refer to our EC SLA Standardisation Guidelines in general, and Chapter 1 in particular as it also addresses this topic.
Regarding ‘on demand cloud SLO/attributes and related SLAs’, I am convinced that in the future cloud service providers (CSPs) will have an a-la-carte menu, from which cloud customers can choose a vast amount of seperate on-demand service and service levels. We have already several CSPs (mainly IaaS deployment but also others) that are using this as an USP. Here I also refer back to Frédéric’s presentation.