Many SLAs follow the specifications of the Information Technology Infrastructure Library when applied to IT services. There is an important point to remember: when an ALS agreement is reached, the service provider serves as a service provider to the company; in the case of an OLA, the agreement is reached between two parties within the service provider`s organization. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the metrics agreed upon in these cases, FP7 IRMOS also examined aspects of translation of ALS terms at the application level into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms. [14] [15] The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation). [16] The fundamental advantage of cloud computing is the joint use of resources that are 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. Technical standards and prescribed specifications of the technical service interface The service received by the customer as a result of the service provided is at the heart of the service level agreement. SLAs often include many elements, from the definition of services to the termination of the contract. [2] In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes. [3] Obligation to report errors, obligation to fix errors, service levels, etc. The Service Level Agreement expands the definition of service from the service catalogue and sets detailed service level objectives, mutual responsibilities and other specific service-specific requirements for a particular (group) of customers. The emphasis is on defining requirements from the customer`s point of view.

(z.B. to SLAs superior to the corporate or customer level, which also apply to this agreement) A web service level agreement (WSLA) is a standard for monitoring compliance with web services according to the service level agreement.