Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the metrics agreed in these cases are: Agreement at the opera sebenarnya berhubungan atau saling mendukung satu sama lain dengan SLA atau Service Level Agreement. persetujuan yang menjelaskan bahwa tanggung jawab dari masing masing internal sangat berpengaruh terhadap dukungan dari grup lain nya. termasuk dalam proses dan jangka waktu pengiriman layanan . namun perlu diingat bahwa OLA bukan substitusi dari SLA. Tujuan dari OLA adalah untuk memastikan bahwa Kegiatan yang mendasari yang dilakukan oleh sejumlah komponen timkung pendu secara jelas disesuaikan untuk mendiakan SLA yang dimaksud. Service level agreements are also defined at different levels: Uptime is also a common measure that is often used for data services such as shared hosting, virtual private servers and dedicated servers. General agreements include network availability percentage, operating time, number of planned maintenance windows, etc.
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. Cloud computing is a fundamental advantage: shared resources, supported by the underlying nature of a common infrastructure environment. SLAs therefore extend to the cloud and are offered by service providers as a service-based contract and not as a customer-based agreement. Measuring, monitoring and covering cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to ALS is the difficulty of determining the cause of service outages due to the complex nature of the environment. An Operational Level Agreement (OLA) defines interdependent relationships to support a Service Level Agreement (SLA).  The agreement outlines the responsibilities of each internal support group to other support groups, including the process and timing of the delivery of their services. The objective of the OLA is to provide a clear, concise and measurable description of the service provider`s internal assistance relationships. If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide the OLA.
OLA (s) should be seen as the basis of good practice and common agreement. SLAs often include many elements, from the definition of services to the termination of the contract.  In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes.  As 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 Web Service Level Agreement (WSLA) is a standard for monitoring compliance with web services under service level agreements.