- the SLA defines guarantees only for service availability
- service availability is defines for all of the cloud service simultaneously
- service availability metrics are loosely defined to establish a level of flexibility regarding unexpected outages
- the terms and conditions are linked to the cloud service customer agreement which is accepted implicitly by all of the cloud consumer that use the self-service portal
- extended periods of unavailability are to be recompensed by monetary "service credits" which are to be discounted on future invoices and have no actual monetary value
provided here are key excerpts from DTGOV SLA template