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Foreword 0 Introduction 0 1 Scope 0 2 Normative references 0 3 Terms and definitions 0 4 Symbols and abbreviated terms 0 5 Overview of SLAs for cloud services 0 6 Relationship between the cloud service agreement and cloud SLAs 0 7 Cloud SLA management best practices 0 7.1 General 0 7.2 Design 0 7.3 Evaluation and acceptance 0 7.4 Implementation and execution 0 7.5 Changes to the cloud SLA 0 8 The role of cloud service level objectives, cloud service qualitative objectives, metrics, remedies and exceptions in the cloud SLA 0 8.1 General 0 8.2 Metrics 0 8.3 SLOs and SQOs 0 8.3.1 Service levels 0 8.3.2 Cloud service level objectives 0 8.3.3 Cloud service qualitative objectives 0 8.4 Remedies and claims 0 8.4.1 Remedies 0 8.4.2 Claims process 0 8.5 Exceptions 0 9 Cloud SLA components 0 9.1 General 0 9.2 Covered services component 0 9.2.1 Description 0 9.2.2 Relevance 0 9.3 Cloud SLA definitions component 0 9.3.1 Description 0 9.3.2 Relevance 0 9.4 Service monitoring component 0 9.4.1 Description 0 9.4.2 Relevance 0 9.4.3 Cloud service qualitative objectives 0 9.5 Roles and responsibilities component 0 9.5.1 Description 0 9.5.2 Relevance 0 10 Cloud SLA content areas and their components

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