The European Commission has published its final report on standards terms and performance criteria in service level agreements for cloud computing services. The study was carried out by time.lex and Spark from January 2013 to June 2015.
The study aimed to identify the rules governing Service Level Agreements (“SLAs”) in different Member States and to set out the approaches used in practice. It also sought to provide guidance on the model SLA provisions with a view to achieving transparency and certainty in cloud computing contracts.
The final report includes an overview of the legal framework related to SLAs in each Member State, a model to create SLAs for cloud computing, and a checklist that can be used to assess the adequacy of existing SLAs. The report can be accessed here.