The Service Level-Deal (SLA) is a document that defines the quality of service required between a service provider and a customer. In other words, these are clauses based on a contract that defines the specific objectives expected and the amount of service a client wants to the provider and determines responsibilities. TSF (Time Service factor): This is the percentage of calls that will be answered within a specified time frame. This is the percentage of calls that are made during the waiting period Many S ALS meet ITIL specifications for IT services. The S ALS is becoming an important tool for customers who want to have unfailing security regarding certain levels of memory security and the management of their personal data. Many indicators need to be defined, analyzed and monitored to maximize the performance offered by the supplier. The technical specifications of an ALS are generally described by: MTTR (mean time to recover): This is the time it takes to recover the level of service after an outage. Cloud computing is one of the new forms of data processing or storage of the 21st century. This process refers to the use of computing power or storage of remote computer servers via a network, usually via the Internet. These highly flexible servers are then rented according to their needs at the request of customers. You can either manage the assigned server yourself, or, if the client is not in possession of the knowledge required by its services, simply use remote applications. According to the Definition of the National Institute of Standards and Technology (NIST), cloud computing is access to common computing resources that can be configured via an on-demand and on-demand telecommunications network. It is therefore a relocation of the IT infrastructure.
Due to the importance of quality assessment and the increase in cloud computing services, S ALS is spreading through information clouds. The S ALS must set one or more pre-defined performance targets to ensure that the QoS (or quality of service) delivered meets consumer expectations. Measuring, monitoring and reporting cloud performance is based on the ability to consume resources. One of the main drawbacks of cloud computing in implementing S ALS commitments is the difficulty in determining the cause of service disruptions due to environmental offshoring and perhaps its increasing complexity. The S ALS is closely linked to the cloud world. It allows customers a certain degree of security in storing and managing their personal data. In this case, the different quality indicators, which can be measured, analysed and monitored regularly, must be defined very precisely. Finally, sanctions should be provided for non-performance by the claimant of the obligations set out in the S ALS.