The Service Level Agreement expands the definition of service from the service catalogue and sets detailed service level objectives, mutual responsibilities and other specific service-specific requirements for a particular (group) of customers. The emphasis is on defining requirements from the customer`s point of view. Often, a multi-level ALS structure is adopted to avoid duplication and reduce the frequency of updates, as in the following example of a three-step ALS structure: ALS often includes many components, from service definition to the end of the agreement. [2] In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes. [3] Service Level Agreement (SLA) refers to an agreement between supplier and customer and is used for quality assurance. This agreement defines the exact performance characteristics and quality levels of the product or service and attempts to objectify performance in this way. Quality levels can be chosen by the client from the company`s point of view and from the point of view of business management.

The level and quality of clearly defined services ensure greater transparency for the client and define one-time benefit rights. FP7 IRMOS also examined aspects of translation of ALS terms at the application level into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms. [14] [15] The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation). [16] Obligation to report errors, obligation to fix errors, service levels, etc. Service level agreements are also defined at different levels: service level agreements can contain many service performance metrics with service level targets. A common case in IT services management is a call center or service desk. Among the metrics generally accepted in these cases is: a Service Level Agreement (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. [1] The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language. In this case, ALS generally has a medium-time technical definition between errors (MTBF), average repair time or average recovery time (MTTR); Identifying the party responsible for reporting errors or paying royalties; Responsibility for different data rates throughput; Jitter; or similar measurable details.

Definition: The Service Level Agreement (SLA) is an agreement between an IT service provider and a customer. The Operational Level Agreement (OLA) is an agreement between an IT service provider and another part of the same organization that regulates the provision of an infrastructure service. The aim is to make the control possibilities for the client transparent and to accurately describe overly safe performance characteristics such as performance level, reaction time and speed of machining.