APPENDIX A QoS MODELS DESCRIPTION 1. SMI (2014) 2. CSQM (2012) 3. CLOUDQUAL (2014) CSQM Service Quality Service Level Quality Integration Quality Security Quality Manageability Quality Usage Manageability Metering Quality SMI Accountability Agility Assurance Financial Performance Security and Privacy Usability CLOUDQUAL Usability Availability Reliability Responsiveness Security Elasticity APPENDIX B Q o S CRITERIA DESCRIPTION QoS attributes Description Response time Refer to the time between when a service is requested and when the response is available. Uptime Refer to the amount of time that a CS hosted by a CSP is acces sible to end users. Latency Refer to the delay between a client request and a CSP 's response Durability or execution time The execution duration between arriving a request and obtaining the result. Data transfer speed Refer to the data tran sfer between internal cloud service instances Contracting experience Refer to client satisfaction with the process of the agreements required to use a service. Ease of doing business Refer to the c lient satisfaction with the ability to do busine ss with a CSP Ownership Refer to t he client rights level has over data and intellectual property associated with a service. Provider business stability Refer to the ability of the CSP to continue t he exist throughout and contracted term. Pr ovider certifications Refer to t he CSP maintains current certifications for standards relevant to their clients' requirements. Provider contract/SLA verification Refer to t he CSP makes available to clients SLAs adequate to manage and mitigate risks of service failure. Provider ethicality Refer to the CSP ability to conduct business practices and ethics outside the scope of regulatory compliance. Provider personnel requirements Refer to the CSP personnel skills, experience, and certifications required to effectively deliver a service. Provider supply chain Refer to t he CSP ensures that any SLAs that must be supported by its suppliers are supp orted. Provider support Refer to t he CSP capability to make available assistance to the client in their efforts to use the service. Extensibility Refer to t he ability to add new features or services to existing services. Resiliency/Fault tolerance Refer to t he ability of a service to continue to operate properly in the event of a failure. Service stability Refer to t he degree to which the service is resistant to change, deterioration, or displacement. Serviceabi lity or Efficiency Refer to t he ease and efficiency of performing maintenance and correcting problems with the service. Installability Refer to the time and effort required to get a service ready for delivery. Learnability Refer to t he effort required of users to learn to use the service. Operability or U sability Refer to t he ability of a service to be easil y operated by users. Understandability Refer to the ease with which users can understand the capabilities and operation of the service. Availability Refer to t he appropriateness of the service availability window, as well as will actually be pro vided to clients. Reliability Refer to the ability of a service operates without failure under given conditions during a given time period. Access control & privilege management Refer to p olicies and processes in use by the CSP to ensure the appr opriate privileges in use of dat a Auth entication Refer to the providing authenticating to the parties involved in cloud service Encryption Refer to providing confidentiality and non - repudiation by encrypting to the parties involved in cloud se rvice Data geographic/Political Refer to t he client's constraints on service location based on geographic or political risk. Data integrity Refer to keeping the correct form of created, used, and stored data to make clients are confident. D ata privacy & data loss Refer to c lient restrictions on use and sharing of client data are enforced by the CSP Physical & environmental security Refer to p olicies in use by the CSP to protect the facilities from unauthorized physical access. Pr oactive threat & vulnerability management Refer to m echanisms in place to ensure that the service is protected against threats as well as vulnerabilities. Retention/disposition Refer to t he CSP ’s data retention and disposition processes to meet the cl ients' requirements. Security Refer to t he capabilities of CSPs to ensure service and infrastructure security. Suitability Refer to the capabilities of the proposed service match the features needed by the client. Auditability Refer to t he a bility of a client to verify that the CSP is adhering to the standards, processes, and policies. Governance Refer to t he processes used by the CSP to manage client expectations, issues and service performance. Scalability Refer to t he ability of a CSP to increase / decrease the service available to meet client requirements. Portability Refer to t he ability of a client to easily move a service from one CSP to another with minimal disruption. Transparency Refer to the user’s ability to deter mine when changes in a feature or component of the service occur. Cost or Price Refer to t he client’s cost to consume a service over time. Billing process Refer to t he level of integration that is available between the client and CSP ’s billing sy stems. Financial agility Refer to t he flexibility and elasticity of the financial aspects of the CSP’s services Financial structure Refer to h ow responsive to the c lient’s needs are the CS provider’s pricing and billing components. Complian ce Refer to s tandards, processes, and policies committed to by the CS provider are followed. Elasticity Refer to t he ability of CS provider to adjust its resource consumption for a service to meet client demand. Bandwidth Refer to the network's a bility to achieve maximum bandwidth and deal with other network performance. Flexibility Refer to t he ability to add or remove predefined features from a service. Sustainability Refer to t he impact on the economy, society and the environment of t he CS provider. Adaptability Refer to t he ability of the CS provider to adjust to changes in client requirements. Maintainability Refer to t he ability of the CSP to make modifications to the service to keep the service in a good condition. D isaster Recovery Refer to a backup and restore strategy for rest oring critical services from the cloud in case of an emergency Functionality Refer to t he specific features provided by a service. Accessibility Refer to t he degree to which a serv ice is operable by users with disabilities. Interoperability or Composability Refer to t he ability of a service to easily interact with other services from the same / other CS providers Accuracy Refer to the extent to which a service adheres to it s requirements. Reputation Refer to t he ranking given to the service by end users according to their own experiences Trust Refer to consider users’ trust relationships for finding and ranking optimal cloud services Throughput The number of Web service requests served at a given time period. Energy Refer to the environmental effect of the c loud service employed such as c loud services energy. Succesibility Refer to the n umber of service request response or commun ication message.