Since the late 1980s, SLAs have been used by fixed telecommunications operators. Today, SLAs are so prevalent that large organizations have many different SLAs in the company itself. Two different units in an organization write an SLA, one being the customer and the other the service provider. This approach helps maintain the same quality of service across different units of the organization and across multiple locations in the organization. This internal SLA scripting also makes it possible to compare the quality of service between an internal department and an external service provider. [4] Measures should be designed in such a way as not to reward bad behaviour by both parties. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal “treaty” (e.g. B internal departmental relations). The agreement can include separate organizations or different teams within an organization.

Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – since the performance level is set by the (principal) customer, there can be no “agreement” between third parties; These agreements are simply “contracts”. However, company-level or OLA-level agreements can be used by internal groups to support ASAs. If an aspect of a service has not been agreed with the customer, it is not an “SLA”. Typically, ESAs include many elements, from the definition of services to the termination of the contract. [2] In order to ensure strict compliance with the AGREEMENTS, these agreements are often designed with specific dividing lines and the parties concerned must meet regularly to create an open forum for communication. The rewards and penalties applicable to the supplier are often indicated. Most LTC also leave room for periodic (annual) audits to make changes. [3] IT outsourcing agreements, in which the remuneration of service providers is linked to the results achieved, have gained popularity due to the development of pricing models based on time and equipment or full-time staff. It`s important to remember that while the precise metrics for each service level vary by vendor, the areas covered are consistent, specific, and measurable in terms of workload and quality, speed, responsiveness, and efficiency. By covering these areas, the SLA aims to create a mutual understanding of the services provided by the seller, priority areas, responsibilities, warranties and warranties. 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. We often distinguish between three different categories of service level agreements. This includes: a contract is an agreement between two parties that creates a legal obligation for your organization and your supplier to perform certain acts. Each of the Contracting Parties is legally obliged to fulfil the obligations laid down in the Treaty. For the benefit of both the customer and the service provider, a typical SLA should specify in detail the following terms: Choose measures that motivate the right behavior. . . .