Cloud computing — Service level agreement (SLA) framework — Part 4: Components of security and of protection of PII

This document specifies security and protection of personally identifiable information components, SLOs and SQOs for cloud service level agreements (cloud SLA) including requirements and guidance. This document is for the benefit and use of both CSPs and CSCs.

Informatique en nuage — Cadre de travail de l'accord du niveau de service — Partie 4: Eléments de sécurité et de protection des PII

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Published
Publication Date
28-Jan-2019
Current Stage
6060 - International Standard published
Start Date
29-Jan-2019
Completion Date
29-Jan-2019
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ISO/IEC 19086-4:2019 - Cloud computing -- Service level agreement (SLA) framework
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INTERNATIONAL ISO/IEC
STANDARD 19086-4
First edition
2019-01
Cloud computing — Service level
agreement (SLA) framework —
Part 4:
Components of security and of
protection of PII
Informatique en nuage — Cadre de travail de l'accord du niveau de
service —
Partie 4: Eléments de sécurité et de protection des PII
Reference number
ISO/IEC 19086-4:2019(E)
ISO/IEC 2019
---------------------- Page: 1 ----------------------
ISO/IEC 19086-4:2019(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO/IEC 2019

All rights reserved. Unless otherwise specified, or required in the context of its implementation, 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.
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Email: copyright@iso.org
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Published in Switzerland
ii © ISO/IEC 2019 – All rights reserved
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ISO/IEC 19086-4:2019(E)
Contents Page

Foreword ..........................................................................................................................................................................................................................................v

Introduction ................................................................................................................................................................................................................................vi

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 1

4 Symbols and abbreviated terms ........................................................................................................................................................... 1

5 Relationship with other parts of the cloud computing SLA framework .....................................................2

5.1 General ........................................................................................................................................................................................................... 2

5.2 Conformance ............................................................................................................................................................................................. 2

6 Overview ....................................................................................................................................................................................................................... 3

6.1 General ........................................................................................................................................................................................................... 3

6.2 Structure of this document ........................................................................................................................................................... 3

7 Information security components ..................................................................................................................................................... 4

7.1 Information security policy component ........................................................................................................................... 4

7.1.1 Description .................. .................................................... ...................................................................................................... 4

7.1.2 Cloud service qualitative objectives ................................................................................................................ 4

7.1.3 Guidance.................................................................................................................................................................................. 4

7.2 Organization of information security component .................................................................................................... 4

7.2.1 Description .................. .................................................... ...................................................................................................... 4

7.2.2 Cloud service qualitative objectives ................................................................................................................ 4

7.2.3 Guidance.................................................................................................................................................................................. 4

7.3 Asset management component ................................................................................................................................................ 4

7.3.1 Description .................. .................................................... ...................................................................................................... 4

7.3.2 Cloud service level objectives ............................................................................................................................... 5

7.3.3 Cloud service qualitative objectives ................................................................................................................ 5

7.3.4 Guidance.................................................................................................................................................................................. 5

7.4 Access control component ............................................................................................................................................................ 5

7.4.1 Description .................. .................................................... ...................................................................................................... 5

7.4.2 Cloud service level objectives ............................................................................................................................... 5

7.4.3 Cloud service qualitative objectives ................................................................................................................ 6

7.4.4 Guidance.................................................................................................................................................................................. 6

7.5 Cryptography component .............................................................................................................................................................. 7

7.5.1 Description .................. .................................................... ...................................................................................................... 7

7.5.2 Cloud service qualitative objectives ................................................................................................................ 7

7.5.3 Guidance.................................................................................................................................................................................. 7

7.6 Physical and environmental security component .................................................................................................... 8

7.6.1 Description .................. .................................................... ...................................................................................................... 8

7.6.2 Cloud service qualitative objectives ................................................................................................................ 8

7.6.3 Guidance.................................................................................................................................................................................. 8

7.7 Operations security component ............................................................................................................................................... 9

7.7.1 Description .................. .................................................... ...................................................................................................... 9

7.7.2 Cloud service level objectives ............................................................................................................................... 9

7.7.3 Cloud service qualitative objectives ................................................................................................................ 9

7.7.4 Guidance...............................................................................................................................................................................10

7.8 Communications security component .............................................................................................................................10

7.8.1 Description .................. .................................................... ...................................................................................................10

7.8.2 Cloud service qualitative objectives .............................................................................................................10

7.8.3 Guidance...............................................................................................................................................................................10

7.9 Systems acquisition, development and maintenance component ...........................................................10

7.9.1 Description .................. .................................................... ...................................................................................................10

7.9.2 Cloud service qualitative objectives .............................................................................................................11

7.9.3 Guidance...............................................................................................................................................................................11

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ISO/IEC 19086-4:2019(E)

7.10 Supplier relationships component .....................................................................................................................................11

7.10.1 Description .................. .................................................... ...................................................................................................11

7.10.2 Cloud service qualitative objectives .............................................................................................................11

7.10.3 Guidance...............................................................................................................................................................................12

7.11 Information security incident management component ................................................................................12

7.11.1 Description .................. .................................................... ...................................................................................................12

7.11.2 Cloud service level objectives ............................................................................................................................12

7.11.3 Cloud service qualitative objectives .............................................................................................................12

7.11.4 Guidance...............................................................................................................................................................................12

7.12 Business continuity management component .........................................................................................................12

7.12.1 Description .................. .................................................... ...................................................................................................12

7.12.2 Cloud service qualitative objectives .............................................................................................................12

7.12.3 Guidance...............................................................................................................................................................................13

7.13 Compliance component ................................................................................................................................................................13

7.13.1 Description .................. .................................................... ...................................................................................................13

7.13.2 Cloud service qualitative objectives .............................................................................................................13

7.13.3 Guidance...............................................................................................................................................................................13

8 Protection of personally identifiable information component.........................................................................13

8.1 Consent and choice component ............................................................................................................................................13

8.1.1 Description .................. .................................................... ...................................................................................................13

8.1.2 Cloud service qualitative objectives .............................................................................................................13

8.1.3 Guidance...............................................................................................................................................................................14

8.2 Purpose legitimacy and specification component ................................................................................................14

8.2.1 Description .................. .................................................... ...................................................................................................14

8.2.2 Cloud service qualitative objectives .............................................................................................................14

8.2.3 Guidance...............................................................................................................................................................................14

8.3 Data minimization component ..............................................................................................................................................14

8.3.1 Description .................. .................................................... ...................................................................................................14

8.3.2 Cloud service level objectives ............................................................................................................................15

8.3.3 Cloud service qualitative objectives .............................................................................................................15

8.3.4 Guidance...............................................................................................................................................................................15

8.4 Use, retention and disclosure limitation component..........................................................................................15

8.4.1 Description .................. .................................................... ...................................................................................................15

8.4.2 Cloud service qualitative objectives .............................................................................................................15

8.4.3 Guidance...............................................................................................................................................................................15

8.5 Accuracy and quality component.........................................................................................................................................16

8.5.1 Description .................. .................................................... ...................................................................................................16

8.5.2 Cloud service qualitative objectives .............................................................................................................16

8.5.3 Guidance...............................................................................................................................................................................16

8.6 Openness, transparency and notice component .....................................................................................................16

8.6.1 Description .................. .................................................... ...................................................................................................16

8.6.2 Cloud service qualitative objectives .............................................................................................................16

8.6.3 Guidance...............................................................................................................................................................................17

8.7 Individual participation and access component .....................................................................................................17

8.7.1 Description .................. .................................................... ...................................................................................................17

8.7.2 Cloud service qualitative objectives .............................................................................................................17

8.7.3 Guidance...............................................................................................................................................................................17

8.8 Accountability component .........................................................................................................................................................17

8.8.1 Description .................. .................................................... ...................................................................................................17

8.8.2 Cloud service level objectives ............................................................................................................................18

8.8.3 Cloud service qualitative objectives .............................................................................................................18

8.8.4 Guidance...............................................................................................................................................................................18

8.9 Protection of PII compliance component ......................................................................................................................18

8.9.1 Description .................. .................................................... ...................................................................................................18

8.9.2 Cloud service qualitative objectives .............................................................................................................18

8.9.3 Guidance...............................................................................................................................................................................19

Bibliography .............................................................................................................................................................................................................................20

iv © ISO/IEC 2019 – All rights reserved
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ISO/IEC 19086-4:2019(E)
Foreword

ISO (the International Organization for Standardization) and IEC (the International Electrotechnical

Commission) form the specialized system for worldwide standardization. National bodies that

are members of ISO or IEC participate in the development of International Standards through

technical committees established by the respective organization to deal with particular fields of

technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other

international organizations, governmental and non-governmental, in liaison with ISO and IEC, also

take part in the work.

The procedures used to develop this document and those intended for its further maintenance are

described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for

the different types of document should be noted. This document was drafted in accordance with the

editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).

Attention is drawn to the possibility that some of the elements of this document may be the subject

of patent rights. ISO and IEC shall not be held responsible for identifying any or all such patent

rights. Details of any patent rights identified during the development of the document will be in the

Introduction and/or on the ISO list of patent declarations received (see www .iso .org/patents) or the IEC

list of patent declarations received (see http: //patents .iec .ch).

Any trade name used in this document is information given for the convenience of users and does not

constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and

expressions related to conformity assessment, as well as information about ISO's adherence to the

World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www .iso

.org/iso/foreword .html.

This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,

Subcommittee SC 27, IT Security techniques.
A list of all parts in the ISO/IEC 19086 series can be found in the ISO website.

Any feedback or questions on this document should be directed to the user’s national standards body. A

complete listing of these bodies can be found at www .iso .org/members .html.
© ISO/IEC 2019 – All rights reserved v
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ISO/IEC 19086-4:2019(E)
Introduction

This document can be used by any organization or individual involved in the creation, modification

or understanding of a cloud service level agreement which conforms to ISO/IEC 19086 (all parts).

The cloud SLA accounts for the key characteristics of a cloud service and aims to facilitate a common

understanding between cloud service providers (CSPs) and cloud service customers (CSCs).

This document builds on the foundational concepts and definitions described by ISO/IEC 19086-1.

Figure 1 — Relationship of parts of ISO/IEC 19086 (all parts) and other cloud computing

standards

Figure 1 presents an overview of the content of the ISO/IEC 19086 series and the relationships between

the parts of ISO/IEC 19086 and other key International Standards relating to cloud computing.

vi © ISO/IEC 2019 – All rights reserved
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INTERNATIONAL STANDARD ISO/IEC 19086-4:2019(E)
Cloud computing — Service level agreement (SLA)
framework —
Part 4:
Components of security and of protection of PII
1 Scope

This document specifies security and protection of personally identifiable information components,

SLOs and SQOs for cloud service level agreements (cloud SLA) including requirements and guidance.

This document is for the benefit and use of both CSPs and CSCs.
2 Normative references

The following documents are referred to in the text in such a way that some or all of their content

constitutes requirements of this document. For dated references, only the edition cited applies. For

undated references, the latest edition of the referenced document (including any amendments) applies.

ISO/IEC 17788, Information technology — Cloud computing — Overview and vocabulary

ISO/IEC 19086-1, Information technology — Cloud computing—Service level agreement (SLA)

framework — Part 1: Overview and concepts

ISO/IEC 27017, Information technology — Security techniques — Code of practice for information security

controls based on ISO/IEC 27002 for cloud services

ISO/IEC 27018, Information technology — Security techniques — Code of practice for protection of

personally identifiable information (PII) in public clouds acting as PII processors

ISO/IEC 29100, Information technology — Security techniques — Privacy framework
3 Terms and definitions

For the purposes of this document, the terms and definitions given in ISO/IEC 17788, ISO/IEC 19086-1,

ISO/IEC 27017, ISO/IEC 27018, ISO/IEC 29100 apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
4 Symbols and abbreviated terms
CSC cloud service customer
CSP cloud service provider
CSA cloud service agreement
Cloud SLA Cloud service level agreement
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ISO/IEC 19086-4:2019(E)
PII personally identifiable information
SLA service level agreement
SLO cloud service level objective
SQO cloud service qualitative objective
VPN virtual private network
5 Relationship with other parts of the cloud computing SLA framework
5.1 General

ISO/IEC 19086-1 provides an overview, foundational concepts, and definitions for the cloud SLA

framework. In particular, it defines the following fundamental concepts of the cloud SLA framework:

— Cloud Service Agreement (CSA);
— Cloud Service Level Agreement (Cloud SLA);
— Cloud Service Level Objectives (SLO);
— Cloud Service Qualitative Objectives (SQO).

ISO/IEC 19086-1 also describes the content areas and components that consist of a list of SLOs and SQOs.

ISO/IEC 19086-2 provides a metric model to be used for specifying metrics used for cloud SLAs.

ISO/IEC 19086-3 provides the core conformance requirements derived from the SLOs and SQOs defined

in ISO/IEC 19086-1.

This document builds on the foundational concepts and definitions described by ISO/IEC 19086-1 to

address security and protection of PII components.

ISO/IEC 19086 (all parts) is intended to facilitate a common understanding between CSCs and CSPs.

Cloud service agreements and their associated cloud SLAs vary between CSPs, and in some cases

different CSCs can negotiate different contract terms with the same CSP for a particular cloud service.

This document aims to assist CSCs when they compare cloud services from different CSPs, with respect

to material that covers security and protection of personally identifiable information. This document

should be used in conjunction with ISO/IEC 19086-1 for a full understanding of a cloud SLA.

5.2 Conformance

ISO/IEC 19086-3:2017, Clause 5 describes conformance for a cloud SLA in the context of ISO/IEC 19086-1.

This document follows the same principle regarding a conforming cloud SLA. In each of the components

identified in this document in the areas of security (Clause 7) and protection of PII (Clause 8), there are

one or more SLOs or SQOs. When using one of the components from Clauses 7 or 8, a conforming cloud

SLA is not required to use the SLOs or SQOs described in those components. A conforming cloud SLA

should use SLOs and SQOs from this document, when appropriate. Regardless of whether an SLO or SQO

is used, a CSP shall not redefine any term in such a way that it contradicts the terms and definitions in

ISO/IEC 19086-1 or in this document.

ISO/IEC 19086-2 defines a model for specifying metrics for cloud service level agreements (SLAs).

Conforming cloud SLAs should use the model in ISO/IEC 19086-2 when specifying metrics for SLOs.

A conforming cloud SLA may use a subset of the components described in this document (Clauses 7

and 8) and it may include components outside the scope of this document. However, a conforming

cloud SLA shall adhere to the definition of the terms, components or content areas, as stated in this

document and in ISO/IEC 19086-1, and the requirements as stated in this document. Where a cloud

2 © ISO/IEC 2019 – All rights reserved
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ISO/IEC 19086-4:2019(E)

SLA contains a specific component or content area, it shall adhere to all the requirements specified for

that component or content area. Conformance to this document does not require implementation of any

specific technology.
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