The production obtained by the customer through the service provided is at the heart of the service level agreement. Since the late 1980s, SLAs have been used by fixed telecommunications operators. Today, SLAs are so prevalent that large organizations have many different SLAs in the company itself. Two different units in an organization write an SLA, one being the customer and the other the service provider. This approach helps maintain the same quality of service across different units of the organization and across multiple locations in the organization. This internal SLA scripting also makes it possible to compare the quality of service between an internal department and an external service provider. [4] The underlying advantage of cloud computing is that of shared resources, supported by the underlying nature of a shared 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. Andrew began his I.T. career in the Royal Air Force in programming and systems and joined London Transport in an operational role. Later, in their central production unit, then in I.T. Projects Manager and as manager of the Business Process Re-engineering function, he led several important technical and organisational audits involving the reorganisation of London Transport`s key functions. From there, he was the first business systems consultant to move to the post office responsible for major projects. Then, as Head of IT Services at Harwell Laboratory, he provided supercomptation, mainframe, midrange and client/server services, as well as operational support for mainframe and midrange facilities managed by Harwell. He also had customer support and quality assurance for the data center.

“A service level agreement is the tool that ensures consistent, appropriate and timely quality of service to meet business conditions at the right price. Uptime is also a common metric, often used for data services such as shared hosting, virtual private servers, and dedicated servers. Usual agreements include the percentage of network availability, operating time, number of planned maintenance windows, etc. When shipping by Amazon, sales partners use the logistics of Amazon shipping centers: Amazon packs and ships the items and takes care of customer service. Your advantages: (1) Delivery from 29 EUR Order value (books, clothes and shoes in general without shipping costs, even with media products). (2) Combine and save – order from Amazon.de or sales partners who use Amazon shipping, your order will be consolidated into a single delivery. (3) All items can be ordered with Amazon Prime for even faster delivery. Many SLAs track to the Information Technology Infrastructure Library specifications when applied to IT services.

Andrew is a published writer and international speaker on service management. He has presented at Cranfield, Henley, Ashridge and GEC Management Colleges and at numerous conferences in Europe, the United States, Southern Africa, the Middle East, Hong Kong, the Philippines, New Zealand and Australia. .