Abstract
Cloud Computing has emerged as the prime IT computing model for ondemand access using a pool of shared resources with the least IT support. Cloud
computing is starting to replace the legacy office IT infrastructure and helpdesk support
system. Corporate and home users alike are hugely turning into cloud service
consumers and moving their data and work to the cloud. Therefore, the Cloud Service
Agreement (CSA) between cloud service consumers and cloud service providers has a
critical significance that can guarantee the highest level of service quality and delivery.
The current CSA parameters and CSA terms tend to fall short of the service delivery
commitments with no common terminology or standard followed industry-wide by the
cloud service providers. Comparing similar service offerings and agreements from
multiple cloud service providers continues to be a complex issue. This chapter provides
a pragmatic approach to Cloud Service Agreements, comparing the current process
with the proposed parameters and the new framework for CSA to determine the role of
various elements and terms in the decision-making process for cloud service
agreements for SaaS, PaaS, IaaS, and STaaS.