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Basic data
| Standard ID | GB/T 40203-2021 (GB/T40203-2021) |
| Description (Translated English) | Information technology - Industrial cloud service - Service agreement guide |
| Sector / Industry | National Standard (Recommended) |
| Classification of Chinese Standard | L70 |
| Word Count Estimation | 14,151 |
| Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration |
GB/T 40203-2021: Information technology - Industrial cloud service - Service agreement guide
---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
(Information Technology Industrial Cloud Service Service Agreement Guide)
ICS 35.240.01
L70
National Standards of People's Republic of China
Information Technology Industry Cloud Service
Service Agreement Guide
Released on 2021-05-21
2021-12-01 implementation
State Administration of Market Supervision and Administration
Issued by the National Standardization Management Committee
Table of contents
Foreword Ⅲ
1 Scope 1
2 Normative references 1
3 Terms and definitions 1
4 Overview 2
5 Service Agreement Elements 2
5.1 Summary 2
5.2 Essential Elements 2
5.3 Optional element 4
6 Service agreement process and management 5
6.1 Service Agreement Process 5
6.2 Design of service agreement 5
6.3 Signing the service agreement 6
6.4 Execution of the service agreement 6
6.5 Review of Service Agreement 7
6.6 Changes to the service agreement 8
Information Technology Industry Cloud Service
Service Agreement Guide
1 Scope
This standard gives the constituent elements of the industrial cloud service agreement, and clarifies the process and management of the service agreement.
This standard applies to the signing and evaluation of industrial cloud service agreements.
2 Normative references
The following documents are indispensable for the application of this document. For dated reference documents, only the dated version applies to this article
Pieces. For undated reference documents, the latest version (including all amendments) is applicable to this document.
GB/T 32400-2015 Information Technology Cloud Computing Overview and Vocabulary
GB/T 36325-2018 Information Technology Cloud Computing Cloud Service Level Agreement Basic Requirements
GB/T 37700-2019 Information Technology Industry Cloud Reference Model
GB/T 37724-2019 General requirements for cloud service capabilities of the information technology industry
3 Terms and definitions
GB/T 32400-2015, GB/T 36325-2018, GB/T 37700-2019, GB/T 37724-2019 and the following
The listed terms and definitions apply to this document. For ease of use, some terms in GB/T 37700-2019 are listed repeatedly below.
3.1
Service agreement
An agreement describing services and agreed services signed between an industrial cloud service provider and an industrial cloud service customer.
Note 1.According to the content of the agreement, you can use a service agreement or a service level agreement.
Note 2.A service agreement can also be established between the service provider and the supplier. Suppliers can be internal groups or customers.
Note 3.The service agreement can be a part of a contract or other written agreement.
3.2
Servicemetrics
Parameters used to evaluate and measure the service capabilities of industrial cloud service providers.
3.3
Serviceobjective
The quantitative values or specific requirements of the service indicators promised by industrial cloud service providers are used to measure the results of the service indicators.
3.4
Industrialcloudservicecustomer
Participants in a certain business relationship to use industrial cloud services.
Note. Participants are industrial enterprises or individuals using industrial cloud services.
[GB/T 37700-2019, definition 3.1.15]
3.5
Industrial cloud service provider industrialcloudserviceprovider
Participants who provide industrial cloud services.
Note. Participants are industrial enterprises or individuals that provide industrial cloud services.
[GB/T 37700-2019, definition 3.1.16]
3.6
Industrialcloudservicepartner
Participants who support or assist industrial cloud service provider activities, industrial cloud service customer activities, or both.
Note. Participants are organizations or individuals related to industrial cloud services.
[GB/T 37700-2019, definition 3.1.17]
4 overview
The industrial cloud service agreement clarifies the scope, content and requirements of industrial cloud services, and clarifies the industrial cloud service providers and industrial cloud service customers.
The rights and responsibilities of both parties. The industrial cloud service agreement is a service-related agreement between the industrial cloud service provider and the industrial cloud service customer.
Unanimous understanding and recognition is also an effective basis for service assessment and improvement of service quality.
An important part of the industrial cloud service agreement is clear service content and service indicators. These metrics can be used when the service is running
Monitor, adjust and improve services. Industrial cloud service indicators should be understandable and measurable. There are two types of service indicators. qualitative service
Service indicators and quantitative service indicators. The achievement of qualitative service indicators (service goals) is usually difficult to measure numerically, while quantitative service indicators
The target achievement result is measured by numerical value.
When determining the industrial cloud service agreement, industrial cloud service providers and customers should reach a consensus on the service agreement. When the service has been performed, and
When the industrial cloud service provider fails to reach the service goals defined in the service agreement, the industrial cloud service provider shall take measures to improve or rectify
Compensation, industrial cloud service customers will be entitled to the compensation or compensation stipulated in the service agreement. When industrial cloud service customers propose to exceed the scope of service
Or higher than the requirements of the service target, the industrial cloud service provider has the right to reject the service request made by the industrial cloud service customer or in accordance with the mutual agreement.
The service delivery shall be carried out according to the agreed service agreement.
Industrial cloud service providers and customers should manage activities related to the service agreement in a controlled manner, including checking the framework of the service agreement.
Frame design, signing of service agreement, execution of service agreement, review of service agreement and management of service agreement change.
When drafting a service agreement, industrial cloud service providers and customers can make selections and adjustments according to Chapter 6 to form a mutually agreed upon agreement
Service agreement.
5 Service Agreement Elements
5.1 Overview
The industrial cloud service agreement contains essential elements and optional elements. The essential elements refer to the service agreements applicable to all types of industrial cloud services.
Optional elements are often only applicable to service agreements for specific types of industrial cloud services. Essential elements include. industrial cloud service customers,
Industrial cloud service providers, service content, service period and service time, service indicators, service goals, service deliverables, responsibilities and obligations of both parties
Services, after-sales service channels, compensation, liability for breach of contract, confidentiality requirements, dispute resolution mechanisms, service fees and payment methods; optional element packages
Including third parties, service priorities, change management processes, service delivery related processes, resource conditions, service assessment requirements, intellectual property rights, notifications and
Elements such as delivery.
5.2 Essential elements
5.2.1 Service content
In the service agreement, it stipulates the service scope, service items and service methods of the industrial cloud service provided.
The service content should clarify the service scope, service items and service methods of the industrial cloud service provided.
5.2.2 Service period and service time
In the service agreement, the two parties stipulate the service period and service available time of the industrial cloud service provided.
The service period should specify the start and end time of the industrial cloud service provided.
The service time should specify the available time window of the industrial cloud service provided.
5.2.3 Service indicators
In the service agreement, parameters used to evaluate and measure the service capabilities of industrial cloud service providers.
Industrial cloud service indicators are understandable and measurable. There are two types of service indicators. quantitative service indicators and qualitative service indicators.
5.2.4 Service objectives
In the service agreement, the quantitative values or specific requirements of the service indicators promised by the industrial cloud service provider are used to measure the service indicators
The result is reached.
For quantitative service indicators, the service target should adopt quantitative values, such as 99.9%, 1h, 1 time, etc. For qualitative service indicators, service
The business objectives should specify specific requirements, such as yes, no, first-level, second-level, etc.
5.2.5 Service deliverables
In the service agreement, the industrial cloud service provider promises to deliver tangible or intangible results to industrial service customers.
Service deliverables should specify the content of the deliverables, the delivery method, and the delivery time.
Tangible results such as industrial products, industrial equipment, industrial software, design files, data, etc. Intangible results such as state restoration, performance improvement, industry
Business optimization, knowledge assets, etc.
5.2.6 Responsibilities and obligations
In the service agreement, it is necessary to clarify the responsibilities and obligations of various roles in industrial cloud services.
The responsibilities and obligations of industrial cloud service providers include at least service commitments to service agreements, service support, and legal and regulatory requirements.
The responsibilities and business of industrial cloud service customers include the operating environment (such as site, electricity, air-conditioning, network, etc.) required to use the service, and usage regulations.
Regulations, laws and regulations, etc.
When necessary, clarify the responsibilities and obligations of the industrial cloud service collaborators.
5.2.7 After-sales service channels
In the service agreement, industrial cloud service providers promise to provide various after-sales service channels to industrial cloud service customers. E.g. hotline
Talk, email or commonly used social software.
After-sales service channels include at least the after-sales service telephone numbers and mailboxes of industrial cloud service providers.
5.2.8 Compensation
In the service agreement, the compensation standard should be specified when the service target is not met.
The compensation standard should be based on the compensation conditions, compensation calculation method, and compensation method stipulated by each service target.
5.2.9 Liability for breach of contract
In the service agreement, it is advisable to clarify the responsibilities of both parties for breach of contract and the exemption statement.
The main content of liability for breach of contract includes at least the breach of contract and compensation for breach of contract by both parties.
5.2.10 Confidentiality requirements
In the service agreement, the confidentiality requirements to be complied with by both parties should be specified.
The main content of confidentiality requirements should separately describe the confidential content and confidentiality requirements that both parties should comply with. The confidential content should include product information, technology
Technical information, customer information, business information, financial information, contract information, equipment information, etc.; confidentiality requirements should include confidentiality
Confidential method and so on.
5.2.11 Dispute Resolution Mechanism
In the service agreement, clear solutions to disputes that occur during the implementation of the agreement.
The main content of the dispute resolution mechanism should include dispute negotiation mechanism, dispute arbitration mechanism, applicable laws, regulations or standards, etc.
5.2.12 Service fees and payment methods
In the service agreement, the billing method, service fee and payment method of the various services provided are clarified.
The main content of the service fee includes various service fee billing methods, fee details, billing cycle (monthly/quarterly/yearly) and total service
cost.
The main content of the payment method includes payment form, payment time, etc.
5.3 Optional elements
5.3.1 Third party
In the service agreement, organizations or individuals related to industrial cloud services.
The main content of the third party includes at least the name of the third party, the relationship with the industrial cloud service provider and industrial service customer, and the last name of the contact person.
Name, contact number, contact email, responsibilities, rights and obligations.
5.3.2 Service priority
In the service agreement, the two parties agree on the priority definition of customer service requests for industrial cloud services.
The service priority is set according to the urgency and impact of the service request.
5.3.3 Change process
In the service agreement, it should be clear that when the service changes or the service agreement needs to be changed due to some reason, the changes that the two parties follow.
More process.
The main content of the change process should include the division of change types, change application, change response, change impact assessment, and change approval.
Quasi-confirmation, implementation of changes, confirmation of changes, summary of changes, etc.
5.3.4 Service delivery process
In the service agreement, clarify the specific process of service delivery.
The main content of the service delivery process includes service delivery content, service delivery time, service delivery personnel, service delivery acceptance confirmation, etc.
Process.
5.3.5 Resource conditions
In the service agreement, the resource conditions required to use industrial cloud services are clearly defined.
The main content of resource conditions should include manpower, equipment, materials, laws, environment, IT resources (such as computing, storage, network, software), etc.
5.3.6 Service assessment requirements
In the service agreement, the monitoring and assessment of the implementation of the service agreement are clearly defined.
The main content of service assessment requirements should include assessment indicators, assessment objectives, assessment methods, assessment personnel, assessment time, assessment reports, etc.
b) Analyze and understand customer needs, and compile a list of needs matching;
c) Feedback to customers the degree of demand matching, and provide textual explanations for unsatisfied needs.
6.2.3 Set industrial cloud service indicators
Industrial cloud service providers set services based on the analyzed and identified industrial cloud service customer needs, combined with their own service capabilities
index.
When setting service indicators in the service agreement, industrial cloud service providers should.
a) Provide a list of service indicators, including at least indicator descriptions and requirements;
b) The service indicators should be classified.
6.2.4 Preparation of Industrial Cloud Service Agreement
Based on the analyzed and identified industrial cloud service requirements and the set service indicators, the process of drafting and writing service agreements. Weaving industry
The cloud service agreement should be described in a language and text that both parties can understand and form an official document. The document can be a separate document
It can also be a hierarchical and structured document. The specific form can be based on the identified business service requirements and the complex process of the service.
It depends on the degree.
When preparing an industrial cloud service agreement, both industrial cloud service providers and industrial cloud service customers can understand the use of industrial cloud service providers
Described in the language and text and form an official document.
6.3 Signing the service agreement
6.3.1 Overview
The service agreement is signed in accordance with relevant national laws and regulations.
The act of establishing mutual binding relations after an agreement is reached. It includes service agreement determination and service agreement signing.
6.3.2 Service agreement determination
The service agreement determination is the negotiation and confirmation of the prepared service agreement between the industrial cloud service provider and the industrial cloud service customer
process.
When the service agreement is determined, the industrial cloud service provider and the industrial cloud service customer negotiate and confirm the service agreement.
6.3.3 Signing the service agreement
The signing of a service agreement is a line between the industrial cloud service provider and the industrial cloud service customer to sign the service agreement that has been negotiated and confirmed.
for. The service agreement is presented in the form of paper documents or electronic documents.
When the service agreement is signed, the industrial cloud service provider is signed by a corporate legal person or an authorized agent.
6.4 Execution of the service agreement
6.4.1 Overview
The execution of the service agreement is the act of fulfilling the signed service agreement between the industrial cloud service provider and the industrial cloud service customer. Service Agreement Execution
The execution link mainly includes execution preparation, implementation and monitoring.
6.4.2 Execution preparation
Execution preparation is the preparation of industrial cloud service providers and industrial cloud service customers according to the content of the service agreement before implementing the service agreement.
The process of carrying out the required resources and environment. Resources and environment should include personnel, materials, knowledge base, plans and capabilities, places, etc.
Before the execution of the service agreement, the industrial cloud service provider should prepare the resources and environment required for its execution according to the content of the service agreement.
6.4.3 Implementation
Implementation is the act of an industrial cloud service provider to implement the content and indicators formulated in the service agreement and implement the service agreement. Implementation content
It includes the implementation plan, implementation process, implementation summary and implementation improvement.
When implementing service agreements, industrial cloud service providers should.
a) Implement in accordance with the content and indicators of the service agreement;
b) The implementation process and communication mechanism should be established to ensure the implementation process.
6.4.4 Monitoring
6.4.4.1 Overview
Monitoring is the inspection and tracking process of industrial cloud service providers and industrial cloud service customers on the quality and progress of the implementation of the service agreement. service
The monitoring of the agreement can also be performed by industrial cloud service collaborators.
6.4.4.2 Industrial Cloud Service Provider
When monitoring service agreements, industrial cloud service providers should.
a) Monitor the implementation of the service agreement, and take timely measures for non-compliance with the provisions of the service agreement;
b) It is advisable to analyze the execution risks of the service agreement and propose risk prevention and control recommendations and measures;
c) The tools and methods needed for service agreement monitoring should be provided.
6.4.4.3 Industrial Cloud Service Coordinator
When monitoring service agreements, if industrial cloud service collaborators participate, industrial cloud service collaborators should.
a) Monitor the content of the service agreement;
b) Provide a monitoring report on the implementation of the service agreement.
6.5 Review of Service Agreement
6.5.1 Overview
The review of the service agreement is the degree of implementation of the service agreement by the industrial cloud service provider, industrial cloud service customer, and industrial cloud service collaborator
The act of reviewing and reviewing. The review of service agreement includes. review of service agreement reached and review report of service agreement.
6.5.2 Review of service agreement reached
The review of service agreement agreement is to review and review the consistency between the content specified in the service agreement and the actual delivery. Service agreement reached
The review is jointly completed by the industrial cloud service provider and the customer. Industrial cloud service collaborators can participate in the review.
a) When reviewing the service agreement, the industrial cloud service provider.
1) Review whether the implementation result of the service agreement meets the service index requirements;
2) It is advisable to provide supporting materials that meet the indicators of the service agreement;
3) Implementation monitoring reports should be provided.
b) When the review of the service agreement is reached, if an industrial cloud service collaborator participates, the industrial cloud service collaborator.
1) Review whether the implementation result of the service agreement meets the service index requirements;
2) Implementation monitoring reports should be provided.
6.5.3 Service Agreement Review Report
The service agreement review report is the service provided by the industrial cloud service provider, industrial cloud service customer, and industrial cloud service collaborator to the service agreement
...
