Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service. A mutually agreed contract in the form of an ALS can provide security for those seeking the services of a technical service provider. Each Service Obligation (SLA) has these attributes: The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers. For example, the EU-funded Framework SLA@SOI 7 research projectexplores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has delivered results in terms of content-based ALS. Lender Reaction – If you have a support service, your contract probably contains SLAs for response time (how long before a live agent responds to your ticket) and perhaps the time of the solution (typical time during which all tickets will be resolved in a month). Also think of the SLAs that raise expectations of responsiveness on the part of your lender. Examples could be that in this situation, ALS is used as a hammer, as a financial remedy against the supplier for under-performance.
And it makes sense not to pay for services that have not been provided or have not been provided in the agreed manner. But it only works if… If… IF the ALS has been properly created. This is where the challenge lies for entrepreneurs and public procurement. Service Level Agreements (SLAs) are a very important element of outsourcing agreements. Nevertheless, they are often overlooked when creating contracts for outsourcing software development. We think that is a mistake. Nevertheless, there are several elements of ALS that are consistent in all sectors and, in particular, in the after-sales sector. 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.
  The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation).  Customers can create common metrics with multiple service providers that take into account the multi-supplier impact and take into account the impact the creditor may have on processes that are not considered to be in compliance with the contract.