It is also important to understand why customers expect specific response times. In the case of products such as critical software, banking applications or point-of-sale systems, short waiting times seem unacceptable. In other areas, treatment is not as critical over time, which means you can use resources for other priorities. The main point is to build a new layer upon the grid, cloud, or SOA middleware able to create a negotiation mechanism between the providers and consumers of services. An example is the EU–funded Framework 7 research project, SLA@SOI, which is researching aspects of multi-level, multi-provider SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has provided results with respect to content-oriented SLAs. It is not uncommon for an internet backbone service provider (or network service provider) to explicitly state its own SLA on its website.   The U.S. Telecommunications Act of 1996 does not expressly mandate that companies have SLAs, but it does provide a framework for firms to do so in Sections 251 and 252.  Section 252 (c) (1) for example (“Duty to Negotiate”) requires Incumbent exchange local carriers (ILECs) to negotiate in good faith about matters such as resale and access to rights of way.
The Service Level Agreement (SLA) or the German Service Quality Agreement (DGV) refers to a contract between an IT service provider (Provider) that regulates in detail recurring IT services in terms of service level, response time and processing speed. The quality of service (level of service), which describes the agreed quality of service, is an important element in this regard. It is always essential to agree on the start date of the period (for example. B with access to the notification of defects) and the duration of that period. Reactivity and recovery times only work in defined service hours or regardless of those times, z.B. from the malfunction notice. The underlying benefit of cloud computing is shared resources, which is supported by the underlying nature of a shared infrastructure environment. Thus, SLAs span across the cloud and are offered by service providers as a service-based agreement rather than a customer-based agreement. Measuring, monitoring and reporting on cloud performance is based on the end UX or their ability to consume resources.
The downside of cloud computing relative to SLAs is the difficulty in determining the root cause of service interruptions due to the complex nature of the environment. Reaction time is defined as the period between the user`s service malfunction message and the start of problem-solving work by the appropriate support service. The response time applies during the following hours of service: The definition of ALS must follow the SMART principle. The customer receives a service set in ALS (e.g.B. support response time, data restoration, etc.) at an agreed price and the contractor guarantees that he is complying with that agreement.