The European Commission has published a set of cloud service level agreement (SLA) standardisation guidelines, in line with the need for such guidelines contained in the Commission’s cloud computing strategy. The guidelines relate to contracts between cloud service providers and commercial cloud users, and have been produced to address the issues arising from the wide differences between the SLA terminology used by different providers, which can make it difficult for customers to compare services.
The document starts by discussing the principles that are relevant when developing SLA standards. It then provides a glossary of relevant terms, an overview of objectives for performance, security and data management, and a discussion of how personal data can be protected in the cloud.

For more on the EC’s cloud computing strategy:

For more on the SLA:

Please note that the above does not constitute legal advice.