Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level. B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services. A list of service level objectives describes the volume of work of the service provider. Customer service may include typical service level objectives: As we explained in the Service Level Management article in the Data Center, the ability to provide under pre-defined agreements is increasingly becoming a competitive requirement. In addition to being able to provide highly available and reliable systems, the key to success is to be able to keep only your promise. That`s why an effective and effective Service Level Management (SLM) system is important. The key to the success of such a system is a strong Service Level Contract (SLA). Because applications are moved from dedicated hardware to the cloud, they must reach the same level of service, or even more sophisticated than conventional installations. SLAs for cloud services focus on data center features and more recently include network features (see Carrier`s Cloud) to support end-to-end SLAs.  IT outsourcing agreements, in which the remuneration of service providers is linked to the company`s results, have gained popularity as companies grow from time and pure materials or full-time price models. A mutually agreed contract in the form of an ALS can provide security for those seeking the services of a technical service provider. Other areas that need to be defined in alS are details of how measurements are taken, how the service is limited in relation to the number of simultaneous users, etc., and the details of how reports are received, and how conflicts are handled. As these questions are clear in each contract, they are not included in the previous example.
The challenge of a new service and associated ALS is that there is a direct relationship between architecture and maximum availability levels. Therefore, alS cannot be created in a vacuum. AN ALS must be defined based on infrastructure. This section describes the complete process of introducing changes to the service, including the resulting effects on availability. Exclusions: That is another very important element. Both sides must agree on all exclusions. Excluding services, geographies, days, schedules, environmental conditions, etc. Service Level Agreements (SLAs) are a very important element of outsourcing agreements. Nevertheless, they are often overlooked when creating contracts for outsourcing software development.