SLAs can be divided into three groups: FP7 IRMOS has also studied aspects of translating ALS terms at the application level into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms.   The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation).  AN ALS is a generally written agreement between a supplier and a customer regarding certain services and/or products (see Figure 1). In addition to the description of the services to be provided, an ALS also lists the rights and obligations of the supplier and the customer with respect to the agreed level of quality (level of service) of the services and/or products (services) to be provided.  SLAs generally include many elements, from the definition of services to the termination of the contract.  In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes.  Incoming messages from customers are assigned to a response period during which a service desk member must respond. The response time here is the service level display and ensures that customers do not have to wait longer than necessary to get a response or update as needed. The time it takes to get an initial answer is a particularly important ALS, as it also serves as confirmation of the client`s question. Once customers know that someone is studying the problem, they find it much less bad to wait for a solution.