In order to limit the level of compensation, a service provider: the key elements of an agreement on service levels are: since the late 1980s, SLAs have been used by fixed-line operators. Today, ALS is so widespread that large organizations have many different ALSs within the company itself. Two different units in an organization script an ALS, one unit being the customer and another the service provider. This helps maintain the same quality of service between different units of the organization and in several sites within the organization. This internal ALS script also compares the quality of service between an internal service and an external service provider. [4] Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers. General agreements include network availability percentage, operating time, number of planned maintenance windows, etc. Exclusions — specific services that are not available should also be clearly defined to avoid confusion and to make room for other parties` assumptions. Service providers need SLAs to help them manage customer expectations and define the severity levels and circumstances in which they are not held responsible for performance failures or problems.

Customers can also benefit from SLAs, as the contract outlines the characteristics of the service — which can be compared to THE SLAs of other providers — and identifies ways to assess service issues. An after-sales service contract is concluded between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site. Finally, there is a lender ALS between the provider and the lender. A service-level commitment (SLC) is a broader and more general form of ALS. The two are different because an ALS is two-way and has two teams. On the other hand, an SLC is a one-sided obligation that defines what a team can guarantee to its customers at any time. Cloud computing is a fundamental advantage: shared resources, supported by the underlying nature of a common infrastructure environment. SLAs therefore extend to the cloud and are offered by service providers as a service-based contract and not as a customer-based agreement.

Measuring, monitoring and covering cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to ALS is the difficulty of determining the cause of service outages due to the complex nature of the environment.