Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics that are commonly agreed in these cases, upsing time is also a common metric, often used for data services such as shared hosting, virtual private servers, and dedicated servers. Usual agreements include the percentage of network availability, operating time, number of planned maintenance windows, etc. A Web Service Level Agreement (WSLA) is a standard for monitoring compliance with Service Level Agreements for Web services. Authors can specify the performance assigned to a web service application, the desired performance goals, and the actions to take if performance is not achieved. As applications move from dedicated hardware to the cloud, they must achieve the same or even more demanding service levels than traditional installations. SLAs for cloud services focus on data center characteristics and more recently include network characteristics (see carrier cloud) to support end-to-end SLAs.  Obligation to report errors, obligation to correct errors, level of service, etc. The aim is to make the control options transparent to the customer by accurately describing the guaranteed performance characteristics such as service scope, reaction time and processing speed. An important element here is the service level, which describes the agreed quality of service and contains information about the range of services (e.B. time, scope), availability, provider response time, etc.
A typical example is the operation of the servers, which should be guaranteed 24 hours a day, 7 days a week with a failure rate of e. B a maximum of 0.1% per year and a response time of 30 minutes after notification of damage by an external service provider.  SLAs typically include many elements, from the definition of services to the termination of the contract.  To ensure that SLAs are consistently adhered to, these agreements are often designed with specific dividing lines in mind, and stakeholders need to meet regularly to create an open forum for communication. The rewards and penalties that apply to the supplier are often indicated. Most SLAs also leave room for regular (annual) reviews to make changes.  A service level agreement (SLA) is an obligation between a service provider and a customer. .