The meaning of the term “Service Level Agreement” (SLA) is already clear when it is broken down into its elements and translated into German: “Service Level” means “Service quality of service” and “Agreement” for “Agreement.” An ALS is therefore nothing more than a contract with a service provider that regulates the scope and quality of a given service. Most service providers provide statistics, often through an online portal. There, customers can check whether ALS is being met and whether they are entitled to service credits or other penalties under ALS. 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. The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable. Cloud providers are more reluctant to modify their standard SLAs because their margins are based on providing goods services to many buyers. However, in some cases, customers are able to negotiate terms with their cloud providers.
The main objective of service level agreements is to make the control and evaluation of services transparent for both parties (supplier and customer). This requires an accurate definition of performance details such as circumference, speed and reaction time in ALS. (For more information, see “What is a service level contract?” In software development, specific SLAs may apply to outsourcing contracts for applications that meet software quality standards, as well as recommendations from neutral organizations such as the CISQ, which have published numerous contributions on this subject (for example. B use of software measurement in publicly available SLAs. Service level agreements can be divided into several types depending on the relationship between the service provider and the recipient. The traditional ALS is between a client and an external service provider. In addition, the scenarios in which such a contract is applied are also possible: 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.
 Set a correct baseline. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance.