ISO/IEC INTERNATIONAL STANDARD 19086-1 Firstedition 2016-09-15 Information technology Cloud computing Service level agreement (SLA) framework - Part 1: Overview and concepts Technologies de I'information-Informatique en nuage-Cadre de travail de I'accord du niveau de service Partie1:Apercugeneral etconcepts Referencenumber IS0/IEC19086-1:2016(E) IE Intermnational Organization for Standardization @IS0/IEC2016 from IHS IS0/IEC19086-1:2016(E) COPYRIGHTPROTECTEDDOCUMENT IS0/IEC 2016, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying,or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8.CP 401 CH-1214 Vernier,Geneva, Switzerland Tel. +41 22 749 01 11 Fax +4122 749 09 47 copyright@iso.org www.iso.org Intemationajir PrganizatinfrStendardizatio No repn hited without license trom IHS