Cloud Service Level Agreement
Availability promises belong to the operator of the named cloud service and must be measurable in a signed schedule.
This is a public review draft. It is not an offer or an operative agreement; signed service terms and approved schedules prevail.
Service description
Identify the cloud operator, functions, hosting and processing locations, service window, measurement method, exclusions, maintenance and dependencies. VISIONCYBERX does not promise availability for a partner platform by publishing this framework.
Continuity and incident support
An operative SLA should set the agreed performance targets, monitoring evidence, incident assistance, recovery and data-export arrangements. Service credits or remedies require an agreed formula and claim process.
Regulated customers
For a financial entity and ICT service within DORA scope, the written contract may require the additional elements of Article 30, including location, subcontracting, access, audit and exit. Applicability must be assessed for the specific service and entity.