“Service-level agreements, among others, build trust in and between organizations – and clearly show what to do, by what standard and when.” – Adam Henshall, What is ALS? How to use service level agreements for success ALS should contain not only a description of the services to be provided and their expected levels of service, but also the metrics on which services are measured, the obligations and responsibilities of each party, corrective actions or penalties in the event of a breach, and a protocol for adding and removing metrics. In the next section, the agreement table should contain four elements: however, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data, which provide objective performance measurement. For example, three months after the agreement, the client may require that the terms of the agreement be slightly changed or the service provider must iterate its objectives. Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary. 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).  This is incredibly important because the service provider`s support can be very different. AlS should have two components: services and management. “In the after-sales sector, companies need to monitor and improve key call centre metrics to understand where the business is going and what action plan is needed to achieve better results.” – Jasmina Aneja, 15 Metrics Your Business Must Measure Essential Call Centers This agreement remains valid until it is replaced by a revised agreement, which is mutually approved by stakeholders. The aim of this agreement is to reach a mutual agreement on the provision of IT services between the service provider and the customer or customers. The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides.