The aim is to make the control possibilities for the client transparent by accurately describing the guaranteed performance characteristics, such as the level of performance, reaction time and speed of machining. An important element is the level of service, which describes the agreed quality of service and contains information on the range of services (for example. B time, scope), availability, supplier response time, etc. The typical example is the operation of the servers, which must be carried out 24 hours a day, 7 days a week, with a maximum shutdown rate of 0.B. 0.1% per year and a response time of 30 minutes after the damage is reported by an external provider.  There is a customer service level agreement between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it could be another organization, department or other site. Finally, there is a supplier ALS between the supplier and the supplier. As applications are moved from dedicated hardware into the cloud, they need to achieve the same or even more demanding levels of service than classical installations.
SLAs for cloud services focus on characteristics of the data center and more recently include characteristics of the network (see carrier cloud) to support end-to-end SLAs.  Service-level agreements can contain numerous service-performance metrics with corresponding service-level objectives. A common case in IT-service management is a call center or service desk. Metrics commonly agreed to in these cases include: A web service level agreement (WSLA) is a standard for service level compliance compliance monitoring of web services. It allows authors to specify the performance metrics associated with a web service application, desired performance targets, and actions that should be performed when performance is not met. If you compare the representations of Figure 4 (AIX-IT business relations today) and Figure 7 (service-oriented company), you realize that AIX-IT is already service-oriented. The coordination of basic services requires a significant coordination and resource effort, which must be analysed using the call centre example. Services level agreements are also defined at different levels: 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.