Overall, an ALS generally contains a list of objectives, a list of services that must be covered by the agreement, and a definition of the responsibilities of the service provider and clients under ALS. The measures should reflect only the factors that make the service provider exercise appropriate control. Measurements should also be easy to collect. In addition, both parties should refuse to choose excessive amounts of measures or measures that produce large amounts of data. However, the intrusiveness of too few metrics can also be a problem, because without you, one could give the impression that the treaty has been violated. For the metrics obtained to be useful, it is necessary to define an appropriate baseline, with the measurements set at a reasonable and achievable level of performance. It is likely that this baseline will be redefined throughout the participation of the parties to the agreement, using the procedures defined in the “Periodic Review and Amendment” section of the ALS. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk.
Among the metrics generally accepted in these cases is: the underlying advantage of cloud computing is the sharing of resources, supported by the underlying nature of a common infrastructure environment. SLAs therefore extend to the cloud and are offered by service providers as a service-based contract and not as a customer-based agreement. Measuring, monitoring and covering cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to ALS is the difficulty of determining the cause of service outages due to the complex nature of the environment. Termination procedure – The ALS should define the circumstances under which the contract may be terminated or expire. The notice period should also be set by both parties. Service level agreements are also defined at different levels: stakeholders — clearly defines the parties to the agreement and defines their responsibilities. Overall, the new restoration agreements provide for strict agreement on the level of service and compliance with performance standards, significantly improved pricing, non-exclusion and a reduced duration compared to the previous restoration agreement.