For example, look at the environment shown in Figure 14. Company Y provides a web hosting service for Companies Z, which includes a point of presence (represented by the circle), web servers (A, B and C) and a back-end database. The database is located at a remote site (where a coordinated backup can take place) and is called through a company backbone network X. Key Performance Indicators (KPIs): An important aspect of an SLA is how the provider`s performance is measured. PPAs should be clearly mentioned for the assessment of service levels. Some ICPs are: Turn Around Time (TAT), First Contact Resolution (FCR), Rate closure (CR), number of files processed, etc. Service Credit: This is another form of penalty, which involves compensation in the form of service credits or extension in the service. For example, if the service provider does not respect the hours worked during a month. The deficit will be offset in the following months. This is often observed in software development, application maintenance, software or hardware testing services, etc. This agreement will be tailored to the needs of the end-user company.

It allows the user to integrate several conditions into the same system in order to create a more suitable service. It addresses contracts at the following levels: Service level agreements are also defined at different levels: Exclusions: This is another very important element. Both parties must agree on all exclusions. Exclusion of services, regions, days, schedules, environmental conditions, etc. The underlying advantage of cloud computing is that of shared resources that are supported by the underlying nature of a common infrastructure environment. Therefore, SLAs span the entire cloud and are offered by service providers as a service agreement and not a customer-based agreement. Measuring, monitoring, and reporting cloud performance is based on the final UX or its ability to consume resources…