Again, they looked at each other as consensual with meaning on their faces. Beyond these three types, there are three other classifications: client-based, service-based, multi-tier SLAs. The essential elements of a service level agreement are as follows: Overall, the new catering agreements provide for a strict service level agreement and key performance indicators to be met, significantly improved prices, non-exclusivity and a shorter duration compared to the previous catering contract. A multi-stage SLA divides the agreement into different levels specific to a number of customers who use the service. For example, a software service provider may offer basic services and support to all customers who use a product, but it could also offer different price ranges by purchasing the product that imposes different levels of service. These different service levels are overlaid on the SLA at multiple levels. If both parties agree to include Earn Backs in the SLA, the process should be carefully defined at the beginning of the negotiation and integrated into the service level methodology. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI[12], which investigates aspects of multi-tier, multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud,[13] has delivered results for content-oriented ASAs. A Service Level Commitment (SLC) is a broader and more general form of an SLA.

They are different because an SLA is bidirectional and consists of two teams. In contrast, an SLC is a one-sided obligation that defines what a team can guarantee to its customers at all times. Service level agreements are also defined at different levels: IT organizations in companies, especially those dedicated to IT service management, enter SLAs with their internal customers – users from other divisions within the company. An IT department establishes an SLA so that its services can be measured, justified, and possibly compared to those of outsourcing providers. Metrics should reflect only factors under the appropriate control of the service provider. Measurements must also be easy to collect. In addition, both parties should refuse to choose excessive amounts of metrics or measurements that produce large amounts of data. However, the inclusion of too few metrics can also be problematic, as the absence of a metric could draw the view as if the treaty had been violated. Service Description – The SLA needs detailed descriptions of each service offered in all possible circumstances, including processing times. Service definitions should include how services are provided, whether maintenance service is provided, how operating hours are, where there are dependencies, an overview of processes, and a list of all technologies and applications used.

Other measures include the timing of notification of network changes that may affect users and general statistics on service usage. Stakeholders – Clearly defines the parties to the agreement and defines their responsibilities. It is the eternal agreement, but an agreement whose terms we find difficult to accept. FP7 IRMOS also looked at aspects of translating application-level SLAs into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms. [14] [15] The European Commission presented a summary of the results of different research projects in the field of ASAs (from specifications to control, management and implementation). [16] As management and cloud services become more frequent, LBS are evolving to address new approaches. . . .