A Service Level Contract (SLA) is an obligation between a service provider and a customer. The different aspects of the service – quality, availability, obligations – are agreed between the service provider and the recipient. The most common element of ALS is that services must be provided to the client in accordance with the terms of the contract. For example, Internet service providers and telecommunications companies will generally include service level agreements under contractual terms with customers to determine the level (level) of services sold in the clear. In this case, ALS generally contains a technical definition indicating the average time between errors (MTBF), average repair time or average recovery time (MTTR). Determine which party is responsible for notifying defects or paying royalties Responsibility for different data rates The bandwidth; Jitter; or similar measurable details. The service contract should define the overall objectives of the services to be provided. For example, if the goal of a third-party provider is to improve quality by reducing costs or providing access to technologies that cannot be made available internally, WADA should include this information. This will help the client develop a level of service to achieve the expected goals of many SLAs that follow the specifications of the IT infrastructure library when applied to IT services.
For appropriate communication and treatment, ALS should define the roles of contact staff and the responsibilities of each party. The next step is to implement ALS tools and reporting so that the client has full access to real-time statistics. The tools should enable the reporting and monitoring of the ALA. Over time, telecommunications and IT service providers have been able to offer better terms of service to their customers by developing and improving their infrastructure. In marketing practice, the concept of quality of service (QoS) mentioned above has developed. Finally, service providers could offer a certain “level of service,” that is, they were below the fact that the service would be provided to the maximum on an offer defined under the QoS conditions. Currently, the level of service (quality of service) can reach 99.999%. This means that the service provider ensures that the recipient can use the service for 99.999% of the total time for which the contract was concluded (i.e. the sum of the time units – minutes and seconds – that represent the period indicated in the contract). With the online service, the availability of this service is essential, so you can expect that the right to terminate the contract will occur sooner than if routine reports are not provided in a timely manner.
In addition, an ALS may consolidate certain levels of service to calculate service credits and termination fees in the event of a major failure. The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers. For example, the EU-funded Framework SLA@SOI 7 research projectexplores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has delivered results in terms of content-based ALS.