Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. SLAs are widespread in the information technology world, as companies often rely on external services such as cloud computing, hosting, etc. However, almost all business relationships can be governed by a service level contract. 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. Multi-level SLAs can take many forms. This type of agreement can help a company`s customers or the company`s various internal departments. The interest of this type of ALS is to outline what is expected of each party if there is more than one service provider and one end user.
Here is an example of a multi-level ALS in an internal situation: service level credits or simply service credits should be the only exclusive way for customers to compensate for service level outages. A service credit deducts an amount from the total amount payable under the contract if the service provider does not meet performance and performance standards. A service level contract is a formal or informal contract between an internal or external agreement and the end user of the service. It indicates what the customer receives and clarifies what is expected of the service provider. 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.
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.  A Service Level Contract (SLA) is an obligation between a service provider and a customer.