FP7 IRMOS also looked at aspects of translating application-level SLAs into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms.   The European Commission presented a summary of the results of different research projects in the field of ASAs (from specifications to control, management and implementation).  A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal « treaty » (e.g. B internal departmental relations). The agreement can include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – since the performance level is set by the (principal) customer, there can be no « agreement » between third parties; These agreements are simply « contracts ». However, company-level or OLA-level agreements can be used by internal groups to support ASAs. If an aspect of a service has not been agreed with the customer, it is not an « SLA ». Service level agreements can contain many service performance metrics with appropriate service level objectives.
A common case in IT service management is a call center or services. Metrically agreed measures in these cases include: 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 will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. In this case, the SLA usually deconstructs a technical definition in the intermediate period between failures (MTBF), average repair time or mean recovery time (MTTR); identification of the party responsible for reporting errors or paying fees; responsibility for different data rates; throughput; Jitter; or similar measurable details. En avtale om tjenestekvalitet (SLA) «Service Level Agreement » en avtale som beskriver standarder og prosedyrer for Sircon Norge AS støtteservice og responstid. A Web Service Level Agreement (WSLA) is a standard for monitoring compliance with Service Level Agreements for 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 main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI, which investigates aspects of multi-level, multi-vendor slas in service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has delivered results with regard to content-oriented ESAs.
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