A Service Level Contract (SLA) defines the level of service a customer expects from a provider and defines the metrics on which that service is measured and corrective actions or penalties, if they exist, if agreed service levels are not met. As a general rule, SLAs are located between companies and external suppliers, but they can also be between two divisions within the same company. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. IT outsourcing agreements, in which the remuneration of service providers is linked to the results obtained, have gained popularity, with companies developing from time and pure materials or full-time price models. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. This last point is crucial. Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date.

Ideally, ALS should be aligned with the technological or commercial objectives of the commitment. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. It is important to get contributions from the entire organization that could be affected by your new agreement. Contact your customer service or technical team to make sure you are able to deliver on the promises made in the agreement. Discuss interest rates with investors or accountants. Make sure you get a comfortable reach from each party concerned so that you know what is possible during the negotiation period. Any meaningful contract without associated ALS (verified by legal advisors) is open to deliberate or involuntary interpretations. AlS protects both parties in the agreement. Cloud-based services have now become the backbone of the IT industry and promising technology that provides a convenient service to the software, platform and infrastructure in which they are delivered as a service. As many providers began to offer a wide variety of cloud services, cloud customers were unable to choose the services they needed to use and the basis of their choice.

Therefore, a legal contract is necessarily necessary to negotiate these two parties in the cloud. This contract is called the Service Level Agreement (SLA). SLA trading between cloud parties defines the QoS (Quality of Service) requirements for critical service-based processes. In addition, the role of a third party in the trading process, which is present in the cloud broker, will recommend that customers effectively achieve the service required when negotiating with multiple providers. Currently, there is no framework for customers to evaluate cloud offerings and rank them according to their interests. Therefore, it is important to have a methodology that can meet the needs of customers, called SLO, with the most reliable cloud service.