ISO/IEC 19086-1:2016 情報技術—クラウドコンピューティング—サービスレベルアグリーメント（SLA）フレームワーク—パート1：概要と概念 | ページ 6

3.1

accessibility

usability of a product, service, environment or facility by people within the widest range of capabilities

Note 1 to entry: The concept of accessibility addresses the full range of user capabilities and is not limited to users who are formally recognized as having disability.

Note 2 to entry: The usability-oriented concept of accessibility aims to achieve levels of effectiveness, efficiency and satisfaction that are as high as possible considering the specified context of use, while paying attention to the full range of capabilities within the user population.

Note 3 to entry: It is important in the context of ISO/IEC 19086 to distinguish between the specialized meaning of “accessibility” as defined here and the term “accessible” which is used with its dictionary meaning of “able to be reached or entered.”

[SOURCE: ISO 9241‑171:2008, 3.2]

3.2

business continuity

capability of the organization to continue delivery of products or services at acceptable predefined levels following disruptive incident

[SOURCE: ISO/IEC 22301:2012, 3.3]

3.3

cloud service agreement

documented agreement between the cloud service provider and cloud service customer that governs the covered service(s)

Note 1 to entry: A cloud service agreement can consist of one or more parts recorded in one or more documents.

3.4

cloud service level agreement

cloud SLA

part of the cloud service agreement (3.3) that includes cloud service level objectives (3.5) and cloud service qualitative objectives (3.6) for the covered cloud service(s)

3.5

cloud service level objective

SLO

commitment a cloud service provider makes for a specific, quantitative characteristic of a cloud service, where the value follows the interval scale (3.9) or ratio scale (3.17)

Note 1 to entry: An SLO commitment may be expressed as a range.

3.6

cloud service qualitative objective

SQO

commitment a cloud service provider makes for a specific, qualitative characteristic of a cloud service, where the value follows the nominal scale (3.11) or ordinal scale (3.12)

Note 1 to entry: A cloud service qualitative objective may be expressed as an enumerated list.

Note 2 to entry: Qualitative characteristics typically require human interpretation.

Note 3 to entry: The ordinal scale allows for existence/non-existence.

3.7

disaster recovery

ability of the ICT elements of an organization to support its critical business functions to an acceptable level within a predetermined period of time following a disaster

[SOURCE: ISO/IEC 27031:2011, 3.7]

3.8

failure notification policy

policy specifying the processes by which the cloud service customer and cloud service partner can notify the cloud service provider of a service outage and by which the cloud service provider can notify the cloud service customer and cloud service partner that a service outage has occurred.

Note 1 to entry: The policy may also include the process for providing updates on service outages, who receives notifications and updates, the maximum time between the detection of a service outage and the issuance of a notice of service outage, the maximum time interval between service outage updates and how service outage updates are described.

3.9

interval scale

continuous scale or discrete scale with equal sized scale values and an arbitrary zero

[SOURCE: ISO 3534‑2:2006, 1.1.8]

3.10

metric

standard of measurement that defines the conditions and the rules for performing the measurement and for understanding the results of a measurement

Note 1 to entry: A metric implements a particular abstract metric concept.

Note 2 to entry: A metric is to be applied in practice within a given context that requires specific properties to be measured, at a given time(s) for a specific goal.

3.11

nominal scale

scale with unordered labelled categories or ordered by convention

[SOURCE: ISO 3534‑2:2006, 1.1.6]

3.12

ordinal scale

scale with ordered labelled categories

[SOURCE: ISO 3534‑2:2006, 1.1.7]

3.13

personally identifiable information

PII

any information that (a) can be used to identify the PII principal to whom such information relates, or (b) is or might be directly or indirectly linked to a PII principal

Note 1 to entry: To determine whether a PII principal is identifiable, account should be taken of all the means which can reasonably be used by the privacy stakeholder holding the data, or by any other party, to identify that natural person.

[SOURCE: ISO/IEC 29100:2011, 2.9]

3.14

PII controller

privacy stakeholder (or privacy stakeholders) that determines the purposes and means for processing personally identifiable information (PII) other than natural persons who use data for personal purposes

[SOURCE: ISO/IEC 29100:2011, 2.10]

3.15

PII principal

natural person to whom the personally identifiable information (PII) relates

[SOURCE: ISO/IEC 29100:2011, 2.11]

3.16

PII processor

privacy stakeholder that processes personally identifiable information (PII) on behalf of and in accordance with the instructions of a PII controller

[SOURCE: ISO/IEC 29100:2011, 2.12]

3.17

ratio scale

continuous scale with equal sized scale values and an absolute or natural zero point

[SOURCE: ISO 3534‑2:2006, 1.1.9]

3.18

remedy

compensation available to the cloud service customer in the event the cloud service provider fails to meet a specified cloud service level objective (3.5)

Note 1 to entry: This definition of the term in English is based on the “legal reparation” meaning defined in The Shorter Oxford English Dictionary.

3.19

resilience

ability of a cloud service to recover operational condition quickly after a fault occurs