All these points of attention clearly show one thing: an SLA needs your attention more than anything else. It requires an organizational, technical and legal perspective and a critical opinion. Only then does a service level agreement provide a very good service. Availability is also a commonly used measure for data services such as shared hosting, virtual private servers, and dedicated servers. Common agreements include percentage of network availability, availability, number of scheduled maintenance windows, and more. Typically, an SLA classifies defects by severity and adds a set of service credits to each of these levels to which the customer is entitled. It is also important to determine whether the customer will receive this amount directly or whether it will be deducted from the next month`s invoice. It is not unthinkable that the supplier or customer would want to adjust the service levels provided during the duration of the cooperation. De modaliteiten en procedure om dit te doen worden afgesproken in de service level agreement. De SLA is in die zin een “levend document”. The underlying advantage of cloud computing is the sharing of resources supported by the underlying nature of a shared infrastructure environment.
Therefore, SLAs cover the entire cloud and are offered by service providers as a service-based agreement, not as a customer-based agreement. Measuring, monitoring, and reporting cloud performance is based on the end-user experience or its ability to consume resources. The disadvantage of cloud computing over SLAs is the difficulty of determining the cause of downtime due to the complex nature of the environment. A Web Service Level Agreement (WSLA) is a standard for monitoring compliance with Web services service level agreements. Authors can specify the performance metrics associated with a Web service application, the desired performance goals, and the actions to take when performance is not achieved. The result that the customer receives through the service provided is at the center of the service level agreement. Een service level agreement (SLA) is een afspraak tussen leverancier en klant over de beschikbaarheid en ondersteuning van een product of dienst. SLA`s komen eigenlijk alleen voor bij dienstverlening tussen bedrijven.
Een SLA geeft de afnemer zekerheid over de bruikbaarheid van een product of dienst. A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the user of the service.  The most common element of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies typically include service level agreements in the terms of their contracts with customers to define the level(s) of service sold in plain language. In this case, the SLA usually defines a technical definition in mean time between failures (MTBF), average repair time or mean recovery time (MTTR); Identify which party is responsible for reporting errors or paying fees; Responsibility for different data rates; throughput; jitter; or similar measurable details. .