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service fulfillment status (how are monitoring and reporting
handled).
2.4.4
Sufficiently detailed report of what service levels (SLAS) are
offered and how compliance with the service levels is controlled,
documented and communicated.
2.4.5
Sufficiently detailed statement on how troubleshooting is
organised.
2.4.6
Sufficiently detailed statement on how capacity planning for the
required infrastructure of services is handled.
2.4.7
Sufficiently detailed statement on all data export options,
including the necessary interfaces and programs.
2.4.8
Rules for electronic documents (invoices and other business‐
relevant supporting documents) which lead to obligations on the
part of the purchaser vis a vis the relevant Tax Authorities.
2.5
Rules concerning the availabilty of the Cloud service provider*
*
Does not refer to the Cloud, but to the service provider itself.
The following items must be taken into account, confirmed and stated in
sufficient detail in the contract:
2.5.1
Detailed regulations for communication channels for support to
end customers and rules on the available support languages.
2.5.2
Provisions for 1st, 2nd level support, availability and guaranteed
response times.
2.5.3
Description of customer support and the use of supporting
system, such as a ticketing system.
3
Cloud service billing
List all essential information and necessary regulations important for billing
a Cloud service.
3.1.1
Detailed report of the content and the form of service billing and
of all possible deviations from these regulations, in particular for
value added services that will be billed separately, volume
discounts and the price of value added services.
