Overview
ISO/IEC 19086-4:2019 defines the security and personally identifiable information (PII) protection components for cloud service level agreements (cloud SLA). It specifies security components, PII protection components, and associated Service Level Objectives (SLOs) and Service Quality Objectives (SQOs), together with requirements and guidance for inclusion in cloud SLAs. The standard is intended for use by both cloud service providers (CSPs) and cloud service customers (CSCs) to clarify expectations for security, privacy, and data protection in cloud contracts.
Key topics and technical requirements
ISO/IEC 19086-4 structures security and PII protection into discrete components and provides SLO/SQO guidance for each. Key technical topics include:
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Information security components
- Information security policy, organization of information security
- Asset management, access control, cryptography
- Physical/environmental security, operations and communications security
- Systems acquisition, supplier relationships
- Incident management, business continuity, compliance
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Protection of PII components
- Consent and choice, purpose legitimacy and specification
- Data minimization, use/retention/disclosure limitation
- Accuracy and quality, openness/transparency/notice
- Individual participation and access, accountability
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SLOs and SQOs
- Defines measurable and qualitative objectives for cloud security and PII protection to be embedded in SLAs
- Provides guidance on how CSPs and CSCs can express, measure and agree on security/privacy commitments without prescribing specific technologies or thresholds
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Relationship and conformance
- Explains how these components integrate with the broader ISO/IEC 19086 cloud SLA framework and offers conformance guidance for SLA drafting and assessment
Practical applications - who uses this standard
- Cloud service providers (CSPs): to define and publish SLA security/privacy commitments and design controls to meet agreed SLOs/SQOs.
- Cloud service customers (CSCs): to evaluate vendor SLAs, negotiate contractual protections for PII, and align procurement requirements with compliance needs.
- Privacy officers / compliance teams: to map contractual obligations to regulatory requirements and demonstrate accountability.
- Security architects / legal teams / procurement: to translate organizational security/privacy policies into enforceable SLA terms.
Related standards
- ISO/IEC 19086 series (the cloud SLA framework) - use ISO/IEC 19086-4 together with other parts of the framework for a complete approach to cloud SLA definition, metrics and contractual constructs.
ISO/IEC 19086-4 is a practical reference for embedding clear, measurable security and PII protections into cloud SLAs, helping organizations manage risk, compliance and vendor expectations.
Open preview (PDF)Cloud computing — Service level agreement (SLA) framework — Part 4: Components of security and of protection of PII
