Next-Generation SLA Management | Playbook & Taxonomy

Europe’s cloud and edge ecosystems will be more interconnected than ever – and a challenge to manage. Service Level Agreements (SLAs) are key to keep multi-provider systems running smoothly, but traditional SLAs can’t keep up with today’s complexity. The new FACIS Playbook and Taxonomy offer the first shared framework for multi-provider, cross-border SLAs – making cooperation clearer, safer, and more reliable across Europe.

Explore all materials at a glance and share your feedback.

Pages

Experts

Framework

Managing the Continuum | SLA Core Documents

Discover FACIS’s ideas for multi-provider Service Level Agreements by deepdiving the documents.

SLA Governance Framework Playbook for Multi-Provider Cloud-Edge Continuum Environments

The Playbook provides the practical language, processes, and tools needed to make SLAs workable in real multi-provider cloud-edge environments. It helps design, negotiate, and implement service commitments across many providers, ensuring consistent rules, shared understanding, and transparent, measurable performance.

Taxonomy for SLAs in Federated Service Ecosystems

The Taxonomy offers a common vocabulary as necessary basis for harmonizing SLAs in multi-provider ecosystems. It gives a clear, shared structure for describing SLAs so all providers speak the same language. It explains what is included in a service, who is responsible for what, how quality is measured, and what happens when problems occur. This is indispensible for making multi-provider cooperation transparent and trustworthy.

Intrigued? These quotes offer an inspiring sneak peek into what’s inside the two documents.Highlight Quote Selection

Playbook

"In complex service ecosystems, the governance model defines how multiple providers coordinate responsibilities, share information, and ensure end-to-end obligations remain enforceable."

Taxonomy

"In a multi-provider environent, the general Commitment Framing should be consistent or at least compatible across all providers involved."

Playbook

"Key challenges addressed include responsibility allocation, cross-provider risk management, and end-to-end observability of service guarantees."

Playbook

"This Playbook is designed as a living governance toolkit. It can be used to design, negotiate, implement, and continously improve SLAs across multi-provider and federated ecosystems."

Taxonomy

"We consider SLAs as essential elements of every IT and cloud service contract that defines quality levels, metrics, limits, roles, and responsibilities between providers and customers [...]."

Summaries & Presentations

Here you can find the summaries of the SLA documents as well as the presentations from November 24, 2025, where we publicly presented these documents in Berlin to the community. You can also access the business impulses presented during the event.

Executive Summary of the Playbook

Find all the key information about the SLA Playbook at a glance in the Executive Summary.

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Presentation of the Playbook

Access the presentation here for a visual overview of the playbook.

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Executive Summary of the Taxonomy

Find all the key information about the SLA Taxonomy at a glance in the Executive Summary.

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Presentation of the Taxonomy

Here you can find the presentation that visually presents the Taxonomy.

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Industry Perspectives on SLA Governance

At the SLA Governance Introduction Event on 24 November 2025 in Berlin, companies such as SAP, Bosch, Amadeus, Deutsche Telekom, Business Impulse, and the GAIA-X project shared insights with a clear link to the SLA.

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About the Authors & Research Team

Commissioned Author

Fieldfisher Partnerschaft von Rechtsanwälten mbB
Amerigo-Vespucci-Platz 1 20457
Hamburg Germany

Point of contact: Oliver Süme, Dr. Bahne Sievers & Melanie Ludolph
E-mail: oliver.sueme@fieldfisher.com
Website: https://www.fieldfisher.com/de-de/locations/germany

Peer reviewed by the following persons in October 2025

Andreas Weiss, eco – Association of the Internet Industry
Thomas Niessen
Yannick Heß, Technical University of Munich
Prof. Dr. Sebastian Lins, University of Kassel

Commissioned Author

Technical University of Munich
Arcisstraße 21
80333 Munich
Germany

Point of contact:
Yannick Heß & Prof. Dr. Sebastian Lins
E-mail: yannick.hess@tum.de
Website: https://www.tum.de

Peer reviewed by the following persons in October 2025

Andreas Weiss, eco – Association of the Internet Industry
Thomas Niessen
Oliver Sümer, Fieldfisher Partnerschaft von Rechtsanwälten mbB
Melanie Ludolph, Fieldfisher Partnerschaft von Rechtsanwälten mbB
Dr. Bahne Sievers, Fieldfisher Partnerschaft von Rechtsanwälten mbB

Next Generation SLA Management | Playbook & Taxonomy