Novice

This SME is a small start-up but is envisioning to be number 1 in its market, globally. It will need cloud service to do so, and as per different technical, business, risk mitigation and risk reasons it is working on architecting a hybrid ecosystem where several major as well as niche CSPs will be involved. However, all CSPs define their definitions and legal terms differently which makes it hard to create a clear landscape of what rights and obligation the SME has towards the respective CSP, and what rights and obligations it can arrange for with its own customers and end-users.

This SME is migrating its infrastructure to IaaS of a major CSP. Being a software company itself does not necessarily mean to have the necessary knowledge for migrating to the SaaS. And, to start with, in order to provide a good proposal and business model based on subscription fees this SME needs to know what kind of different duration period are applicable, and what the financial, technical and operational consequences are.

This use case is from an SME CSP that is quite advanced and knowledgeable about data access requests by authorities, and it is good to consider the do's and don’ts. Most CSPs do not know what to do if access to data is requested from a government authority and may give the government authority the wrong access without assessing such request. Generally, the scope of the formal requests to obtain access is too broad instead of a detailed scope, because the authority does not yet exactly know what kind of data they need to know. However, fishing by the government authorities is not allowed.

As per an above-average awareness level as per security breaches in its sector, being the financial services industry, this SME is quite concerned about keeping its data safe while also complying to current and upcoming regulation. With all the topics in the newspapers on security incidents, every SME should be keen on the management of those incidents, and this SME actually does. Besides that, new regulations such as the General Data Protection Regulation (GDPR) and the Network Information Security (NIS) Directive with daunting high penalties are a trigger as well.

A European SME who has formally used CRM SaaS to keep track of its customer relationship management and sales cycle would like to switch certain part of its data to another account in the same CRM SaaS, and – when that did not work out – to switch that data to another CSP. This in turn requires the ability to migrate data between different environments or providers. However, the former CRM SaaS did not specify anything on data portability, data format, what data would exactly be possible to migrate, and what not, or whether metadata would be part of that.

Since both within the European Union and outside the EU each country has different laws and regulations regarding personal data protection, the data location where the SME is active is relevant as well as the data location of the server of the CSP. In this case it concerns an SME active in a dozen countries and wishes to migrate to cloud services its HR data which concerns almost 100% personal data. In some jurisdictions, such HR data is even especially arranged in the law.

The case is simple, and will happen to all CSCs: an SME wished to terminate the MSA with a CSP, and then starts thinking about whether and to what extent the CSP will delete its data, after the SME has extracted and exported that data as much as possible. This SME, as will others, finds out that nothing is arranged for, and is left in the dark.

An SME in the Health Sector who has built its SaaS application on an IaaS/PaaS from the CSP. Anyone in the health sector has to be compliant to mandatory sectorial standards and needs to have certain certifications. Furthermore, since this SME will process sensitive personal data, it also needs to encrypt the data in light of the applicable personal protection regulations in the EU.

An SME has built its own SaaS on the PaaS infrastructure of a major CSP. The SME provides its SaaS to its customer under its own Master Service Agreement, Terms and Conditions and SLA. However, the SaaS SME did not notice that the PaaS CSP is contractually entitled right to unilaterally change the PaaS service offerings and conditions in the SLA, since the SME ticked the box while registering online without taking the time to assess the SLA and related terms. The CSP now invoked this right to lower the uptime and level of redundancy.

As there is so much to think about while choosing, selecting and procuring cloud services, and the SME is aware that carve-outs are part of the cloud SLA where the CSP further limits or excludes its responsibility and liability, it is not always the highest priority to assess, understand, discuss and negotiate these with the CSP. When an incident happens the CSP has defined the carve-out ‘force majeure’ very broad, in a way that all influences of third parties are excluded, even of those the CSP procures to be able to provide the cloud services.