A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. In this case, the SLA usually deconstructs a technical definition in the intermediate period between failures (MTBF), average repair time or mean recovery time (MTTR); identification of the party responsible for reporting errors or paying fees; responsibility for different data rates; throughput; Jitter; or similar measurable details. In addition to defining performance metrics, an SLA can contain a downtime management plan and documentation on how the service provider will compensate customers in the event of a breach of contract. Service credits are a typical way. For example, service providers may provide credits corresponding to the period during which they exceeded the AA performance guarantee. A service provider may limit penalties to a maximum dollar amount to limit the risk. As applications are moved from dedicated hardware to the cloud, they must achieve the same or even more demanding service levels as traditional installations. SLAs for cloud services focus on data center characteristics and more recently include network features (see carrier cloud) to support end-to-end SLAs.  Another concrete example of an SLA is a service level agreement entered into by an Internet service provider.
This SLA contains a guarantee of availability, but also sets expectations for parcel delivery and latency. Packet delivery refers to the percentage of data packets received in relation to the total number of data packets sent. Latenz is the time it takes for a packet to transfer between clients and servers. Finally, it is important to provide a baseline for metrics in the service level agreement. This baseline should be reasonable, but can be reinforced during an AA check if more data has been collected on this metric. Meeting service level agreements is part of service level management. Whenever a service changes or the service level objective of a service change is available, the service level agreement must be reviewed and revised. The new Service Level Agreement must reflect changes to the service or service level objectives. Therefore, the management of service level agreements is an important part of ITIL`s continuous service improvement. Service level agreements include metrics that measure the performance of the service provider. It can be difficult to choose metrics that are fair to both parties.
It is important that the metrics are controlled by the service provider. If the service provider can`t control whether the metric works in the specifications, it`s unfair to hold them accountable for the metric. Real-time service-level data/flows, including service-level dashboards. In choosing which performance measures to include in the SLA, a company should consider the following factors. At all levels of the stack (IaaS, PaaS, SaaS), the requirement to define appropriate SLAs is to ensure that applications and infrastructure meet the promised performance and reliability criteria. This requirement is required by all types of users and applies both to the public sector and in general to any particular business or user environment….