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. [14] [15] The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation). [16] A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. [1] The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language. In this case, ALS generally has a medium-time technical definition between errors (MTBF), average repair time or average recovery time (MTTR); Identifying the party responsible for reporting errors or paying royalties; Responsibility for different data rates throughput; Jitter; or similar measurable details. The service received by the customer as a result of the service provided is at the heart of the service level agreement. Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers. General agreements include network availability percentage, operating time, number of planned maintenance windows, etc. It is not uncommon for an internet service provider (or network service provider) to explicitly state its own ALS on its website. [7] [9] The U.S.

Telecommunications Act of 1996 does not specifically require companies to have ALS, but it does provide a framework for companies to do so in Sections 251 and 252. [10] Section 252 (c) (1) („Duty to Negotiate“) obliges z.B. established local exchange operators (CIDs) to negotiate in good faith matters such as the sale of dentes` and access to whistleblowing channels. Many SLAs follow the specifications of the Information Technology Infrastructure Library when applied to IT services. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding „treaty“ (for example. B internal relations within the department). The agreement may 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) – the level of service having been set by the (main) customer, there can be no „agreement“ between third parties; these agreements are simply „contracts.“ However, operational agreements or olea agreements can be used by internal groups to support ALS.