Service Level Agreement Attributes

Customers of the cloud computing system are presented as VMs. Based on the SLA contract or using workload forecasts taking ALS into account, the amount of resources based on resources can be determined for each client. These VMs are therefore considered to be processing and bandwidth requirements during the review period. This assumption applies to online services (not batch applications). Another important issue related to the selection of parameters to monitor is the granularity of surveillance. There are three main options: customer-oriented surveillance, virtual system monitoring and physical system monitoring. Another related theme is the approach to monitoring data collection. Here too, three options are possible: use appropriate APIs, provided by public cloud providers themselves, to collect logs, install custom surveillance agents on the monitored infrastructure, or use third-party tools that can collect information about outside monitored services. FP7 IRMOS also examined aspects of translation of ALS terms at the application level into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms.

[14] [15] The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation). [16] For example, the client is responsible for providing a representative to resolve issues with the ALS service provider. The service provider is responsible for meeting the level of service defined in the ALS. The service provider`s performance is assessed using a number of measures. Response time and resolution time are among the main metrics contained in alS because they refer to how the service provider handles the outage. Most service providers provide their service level statistics via an online portal. In this way, customers can check whether the right level of service is being met. If they can`t find it, the portal also allows customers to see if they are entitled to compensation. The requirements are prices, which are then discussed with the customer.

Different service options are being discussed. In addition, a level of service is defined, pursued and discussed for each service. This pricing for different levels of service is supported by the service level management process. IT outsourcing agreements, in which the remuneration of service providers is linked to the results obtained, have gained popularity, with companies developing from time and pure materials or full-time price models. Cloud providers are more reluctant to modify their standard SLAs because their margins are based on providing goods services to many buyers. However, in some cases, customers are able to negotiate terms with their cloud providers. IT is believed that ALS comes from network service providers, but is now widely used in a number of information technology areas. Some examples of industries that create ALS are IT and managed service providers, as well as IT and Internet service providers. Tools to automate the collection and display of performance data at the service level are also available. Although an ALS is not a contract, it is an important part of contracts with service providers such as software development outsourcing and software support outsourcing companies.

An ALS can only contain a few sentences or many pages.

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