Service level agreements are also defined at different levels: a web service level agreement (WSLA) is a standard for tracking compliance with the service level agreement of 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. The underlying advantage of cloud computing is that of shared resources that are supported by the underlying nature of a common infrastructure environment. Therefore, SLAs span the entire cloud and are offered by service providers as a service agreement and not a customer-based agreement. Measuring, monitoring, and reporting on cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to SLAs is the difficulty of determining the cause of service interruptions due to the complexity of the nature of the environment. A level customer service agreement exists between the provider and an external customer. An internal SLA exists between the vendor and its internal customer, which could be an organization, department, or other site. Finally, there is a vendor SLA between the vendor and the vendor. A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies typically include service level agreements in the terms of their contracts with customers to define the level(s) of service sold in plain language.
In this case, the SLA usually defines a technical definition in mean time between failures (MTBF), average repair time or mean recovery time (MTTR); Identify which party is responsible for reporting errors or paying fees; Responsibility for different data rates; throughput; jitter; or similar measurable details. Obligation to report errors, obligation to correct errors, level of service, etc. It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly operate its own SLA on its website.    The United States The Telecommunications Act of 1996 does not explicitly require companies to have SLAs, but it does provide a framework for companies to do so in sections 251 and 252.  Section 252(c)(1), for example (”Duty to Negotiate”), requires incumbent local exchange carriers (SEAs) to negotiate in good faith on matters such as resale and access to transportation rights. 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 servers that operate 24 hours a day, 7 days a week with a failure rate of .B. a maximum of 0.1% per year and a response time of 30 minutes after notification of damages should be guaranteed by an external service provider.  Service level agreements can contain many service performance metrics with corresponding service level objectives. .