SLALOM is Ready to use Cloud SLAs. ISO will tell you WHAT. SLALOM will help you with HOW. Turning theory into practice. The SLALOM initiative is being undertaken by consultants from global service provider Atos, the legal specialist Bird and Bird, researchers from the National Technical University of Athens and University of Pireaeus, and the Cloud Industry Forum, an industry body championing transparency and trust of online services.

1. ready to use Cloud SLAs

2. SLALOM Project 2
SLALOM is ready
to use Cloud SLAs
“SLALOM will take theory to practice, providing
a trusted verifiable starting point for providers
and business users to negotiate SLAs for doing
business in the Cloud in a simple, fair and
transparent way”

3. SLALOM Project 3
SLALOM is Practical
ISO will tell you WHAT.
SLALOM will help you with HOW.
Turning theory into practice.
SLALOM provides additional assurance for the uptake of cloud
services with its SLA model legal clauses and technical
specifications, using a trustworthy base built on top of ISO
standards which is practical, fair, and understandable, while
saving time and resources.

4. SLALOM Project 4
SLALOM addresses top problems
for potential adopters of Cloud services
Lack of knowledge about what are fair and reasonable
contractual terms and conditions related to service
levels
Lack of knowledge about how service levels need to be
specified technically to provide meaningful protection for
adopters
Lack of resources – financial and personnel – to be able
to research the issues
Lack of clout to get some cloud service providers to offer
fair and balanced provisions
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2
3
4

5. 5
promises are not
enough when doing business
on the Cloud
establish SLAs
If you care about your business you
should spend some time to depict your relationship
with your new business partners in the Cloud
Pay attention to business, technical and legal aspects
and…

6. 6
SLAs can be too
SLAs are legal documents (that
require the participation of legal
experts and lawyers)
to define both business (managers
and accountants)
and technical (engineers) aspects of
the services
complex!

7. 7
What are SLAs in practice?
SLAs contracts should answer basic questions
about service delivery:
• What services will be used? and what is an acceptable level
of service for each one? Always the same service level? Can
they be changed? How? Under what circumstances? By
whom?
• What metrics will be used to determine whether that level is
being achieved? How can they be measured and monitored?
What reporting mechanisms will be used?
• What happens if the requirements are not met? What
penalties are defined for such cases? How are they
reported?

8. 8
What are SLAs in practice?
SLAs contracts should answer basic questions
about service delivery:
• How are security, privacy and data protection managed?
What are the implications covered and assured by the
provider or its subcontractors if possible? Do they provide all
necessary means to deal and assure business and personal
data? Is there any process for Business Continuity?
• What liabilities do providers have? What are the possible
limitations to such liability? Are there any “force majeure”
circumstances in which the terms do not apply?
• What are the adopter’s obligations to respect the terms of
use of the service provided by the cloud provider? Do
customers have to accept a code of usage?

9. SLALOM Project 9
practical approach is about providing
guidance and closing the gap

10. SLALOM Project 10
cloud service providers
closing the gap
adopters
legal firms researchregulation & standardization institutions
Cloud Service Providers
can base their own SLA contractual clauses and
technical specifications on the SLALOM
recommendations.
Cloud Adopters
will identify use of SLALOM to mean trustworthy
and fair service level contractual terms and technical
specifications.
We work with world class experts in the
field of legal cloud contracts to provide
open wording for service level issues
We are aligned with organizations that are
driving the uptake of recommendations both
by cloud providers and consumers such as EC,
standards organizations, and industry
associations
The models cover both current market
practice and scenarios emerging from
state of the art research.

11. SLALOM Project 11
SLALOM offers ready to use Cloud SLAs
baseline templates built on top of
ISO standards
Model Terms
Model Specifications
legal
technical
download version one bit.ly/SLALOMdownloads
coming soon

12. Make your life simpler. Forget about SLA
uncertainty. SLALOM provides practical
templates for SLA contractual clauses and
technical specifications.
Slalom gives you a trusted verifiable starting point
for service providers and adopters to negotiate
with its guidance materials and its flexible
framework built on top of ISO, which can be
adapted to suit a variety of requirements and
verticals.
Compete on value. Take it or leave it is not an option.
SLALOM’s model terms and specifications are designed
to be fair and balanced, not giving hidden advantage to
either providers or adopters.
Consensus between all stakeholders and promotion of safe and
fair models’ is needed. We are aligned with organizations that
are driving the uptake of recommendations both by cloud
providers and consumers such as EC, standards organizations,
and industry associations.
Practical
Cloud SLAs are not simple, but SLALOM is.
We establish the baseline to allow you
focus only on what matters so you can
make the safe jump into the cloud!
SLALOM provides guidance for the use of its
model terms and specifications saving time
and money.
Understandable
Safe & Fair

13. SLALOM Project 13
SLA Legal Terms
Model Specifications
legal
technical

14. SLALOM Project 14
SLALOM SLA Legal Terms
Simply put, an SLA is nothing more than
a type of contract between two
parties, the Cloud Consumer and the
Cloud Provider, where SLAs dictate the
quality and type of service that will be provided
to the client for a price.
What are SLAs in practice?

15. 15
SLALOM SLA Legal Terms
Cloud consumer and Cloud provider must have a legal
document with the agreement to effectively work together.
This document will state in fancy contract language all
technical and business requirements from both sides.
Therefore, the best SLAs are those that look
after the interests of both parties, a balance
between being thorough, fair and clear on the one side;
while not being overly onerous on the service provider
on the other side. SLALOM is based on common
ground and best practice for both sides of
the equation.
What are SLAs in practice?

16. SLALOM Project 16
SLALOM SLA Legal Terms
The MSA is structured in a way that provides a main umbrella
for common legal aspects and delegates the specifics to annexes
in which concrete aspects are detailed.
SLALOM approach facilitates adopting changes in
technical definitions covered by the SLALOM technical SLA
specification; the detailed description of services involved;
penalties; and other specificities like concrete security policies;
data protection policies; business continuity policies; etc..
Master Service Agreement (MSA)
is the document that governs the relation between
Cloud Providers and Cloud Consumers

17. 17
SLALOM SLA Legal Terms
Master Service Agreement (MSA)
is the document that governs the relation between
Cloud Providers and Cloud Consumers
Master Service Agreement
Definitions - Interpretations
Provision of services
Service levels
Variation of the services
Obligations of the adopter
Charges
Service credits
Intellectual property
Term and termination
Consequences of termination and expiration
Confidentiality obligations
Warranties and liability Indemnification
Insurance obligations
Suspension of services
Subcontracting
Data protection
Force Majeur
Notices – Parties’ team leaders
Governing law
Disputes - jurisdiction
Final provisions
Attachments
Attachment 1: Services Description
Attachment 2: Service Level Agreement –
Service Credits
Attachment 3: Acceptable Use Policy (AUP)
Attachment 4: Charges
Attachment 5: Data Protection Attachment
Attachments

18. SLALOM Project 18
SLA Model Specs
SLA Legal Terms
technical
legal

19. SLALOM Project 19
SLALOM SLA Tech Specs
To assure required service levels, when dealing with cloud
services, organizations must work with a detailed description of
the objectives and the way they will be technically measured for
a number of different categories of the business cloud strategy.
These include, but are not limited to:
SLA Technical Specification
allows the definition of parameters & terms
through a well-defined set of metrics
Performance
& Availability
Personal
Data Protection
Security
Governance
& Support Services
Data Management

20. 20
SLALOM Core SLA
contains specific key metrics & terms
(used to assess a property of the SLA),
parameters (used for the expression of a
metric),
rules (used for further possible constraints
of a metric),
and dependencies (used for specifying
the dependencies between the different
metrics)
Specification

21. SLALOM Project 21
practical approach is about
download SLALOM Legal Terms
http://bit.ly/SLALOMdownloads
SLALOM Tech Specs
Coming Soon!
providing guidance
SLALOM Legal Terms SLALOM Core SLA Specs

22. SLALOM Project 22
Contacts us to help us
improve how Cloud
SLAs should be done in
the real world
http://bit.ly/SLAlomWantsToKnow
Our goal is to seek consensus and create a practical and
understandable baseline for doing business in the Cloud
http://bit.ly/contactSLALOM for Q&A

23. SLALOM Project 23
The SLALOM initiative is being undertaken by
consultants from global service provider Atos, the
legal specialist Bird and Bird, researchers from the
National Technical University of Athens and
University of Pireaeus, and the Cloud Industry
Forum, an industry body championing transparency
and trust of online services.

24. SLALOM Project 24
SLALOM is a CSA financed by European
Commission under Grant agreement 644270
For more information on the initiative contact us:
@CloudSLAlom
www.SLALOM-Project.eu
SLALOM Project Coordinator
(daniel.field@atos.net)