1. A description: A service level contract should contain a complete description of the maintenance areas guaranteed by the supplier. 2. Responsive: Responding to requests for regular services and services 3. Reliable: Regular and punctual services are provided 4. Problem reports: There must be a procedure for communicating problems and steps to be taken to address them. 5. Monitoring: comprehensive information on who will monitor performance, information processing and performance statistics collected for clients. 6. Restrictions: Details of the restrictions of the service level agreement, including the circumstances in which the agreement becomes invalid. Like Peter Bendor-Samuel for CIO in the article Why service level level agreements are dead, based on Nipa Chakravarti`s comments, service-level agreements are all they are cracked. When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond.
If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. 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.   The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation).  Suppliers offer their customers the largest source of service levels using statistics that are generally available online. Make sure the metrics reflect factors that are in the service provider`s control. To motivate good behavior, ALS metrics must reflect factors in the control of the outsourcer. A typical mistake is to penalize the service provider for delays caused by the customer`s lack of performance. If the client. B provides application code change specifications several weeks late, making it unfair and demotivating to keep the service provider on a pre-indicated delivery date. AlS bias by measuring client performance in interdependent actions is a good way to focus on expected results.
A multi-stage ALS divides the agreement into different levels specific to a number of customers who use the service. For example, an as-a-service software provider can offer basic services and support to all customers who use a product, but it can also offer different price ranges when purchasing the product, which imposes different levels of service. These different levels of service are included in ALS on several levels.