This document discusses Service Level Agreements (SLAs) which define the level of service expected between a service provider and consumer. It covers what an SLA is, the contents of an SLA including service definitions, responsibilities, metrics, auditing and remedies. It describes different types of SLAs and considerations for designing a good SLA like meeting agreements and internal operational level agreements. Key SLA requirements and metrics for monitoring and auditing performance are also outlined such as availability, response time, and resolution time.

1. Topic: Service Level Agreement(SLA)
Under the guidance of
Dr. Avneesh Vashishtha
Submitted to:- Submitted by:-
MCA Department Shashank Pathak
IMS Ghaziabad MCA 3rd Year

2. Agenda
1. Basic of SLA(Service Level Agreement).
2. SLA Contents.
3. Types of SLA.
4. How to design a good SLA?
5. Requirements.
6. Metrics for Monitoring and Auditing
7. Conclusuion.

3. What is SLA?
1. A Service Level Agreement(SLA) is a
legal document(contract) between the
vendor(service provide) and end
user(service consumer) which defines
the level of service expected from the
service provider.

4. Contd..
2. SLAs are used to establish measurable indicators of the service we provide
thus ensure compliance with the expectations of our customers.
3. In short, SLA are essential for any service company. They strengthen the
relationship with customers, who will clearly understand what we offer
them while we know exactly what they expect from our company.

5. Contd.
4. SLA contains Service Level Objective:
• Measurable Conditions for Service.
• Basic of Selection of Service Provider.
5. Diffrenet Levels of SLA:
• Customer-based SLA.
• Service Based SLA.
• Multilevel SLA.

6. SLA Contents
A set of services which the provider will deliver:-
1. A complete, specific definition of each service.
2. The responsibilities of the provider and the consumer.
3. A set of metrics to measure whether the provider is offering the services as
guaranteed.
4. An auditing mechanism to monitor the services.
5. The remedies available to the consumer and the provider if the terms are
not satisfied.
6. How the SLA will change over time.

7. Types of SLA
There are two types of SLA:-
1. Direct SLA or non-negotiable SLA.
1. Non-conducive for mission-critical data or applications
2. Provider creates the SLA template and define all criteria viz. contract
3. period, billing, response time, availability, etc.
4. Followed by the present day state-of-the-art clouds.
2. Negotiable SLA:-
1. Negotiation via external agent.
2. Negotiation via multiple external agents.

8. How to design a good SLA?
1. SLAs are a quality insurance that either contribute to customer loyalty or
help us improve our services.
2. “The most important condition when designing a good SLA is to
ensure that our company is able to meet the agreement.“
3. To establish viable(feasible) agreements, we will analyze both the service
we provide and the internal structure we use to offer it.

9. Contd..
1. Service Catalog:-
We will take a look at our Service Catalog for understanding the relationship between
corporate areas involved and processes that are carried out when providing each
service.
2. Operational Level Agreements
Consider automating internal SLAs to ensure compliance with customer
expectations. These are called Operational Level Agreements, and are responsible for
establishing an internal coordination to meet resolution and response times.
3. Surveys
SLA management does not end once we provide the service. It is important to
analyze the level of satisfaction of our customers through, for example, periodic
surveys.

10. Requirements
4. Security:
Cloud consumer must understand the controls and federation patterns necessary
to meet the security requirements. Providers must understand what they should
deliver to enable the appropriate controls and federation patterns.
5. Data Retention and Deletion:
Some cloud providers have legal requirements of retaining data even of it has
been deleted by the consumer. Hence, they must be able to prove their
compliance with these policies.
6. Privacy: Isolation of customer data in a multi-tenant environment.

11. Contd..
7. Data Encryption: Details of encryption and access control policies.
8. Hardware Erasure and Destruction:
Provider requires to zero out the memory if a consumer powers off the VM or
even zero out the platters of a disk, if it is to be disposed or recycled
9. Regulatory Compliance:
If regulations are enforced on data and applications, the providers should be
able to prove compliance(rules).
10. Transparency:
For critical data and applications, providers must be proactive in notifying
consumers when the terms of the SLA are breached.

12. Contd..
11. Certification: The provider should be responsible in proving the
certification of any kind of data or applications and keeping its up-to date.
12. Monitoring: To eliminate the conflict of interest between the provider and
the consumer, a neural third-party organization is the best solution to
monitor performance.
13. Auditability: As the consumers are liable to any breaches that occur, it is
vital that they should be able to audit provider’s systems and procedures.
An SLA should make it clear how and when those audits take place.
Because audits are disruptive and expensive, the provider will most likely
place limits and charges on them.

13. Metrics for Monitoring and Auditing
1. Throughput – How quickly the service responds.
2. Availability – Represented as a percentage of uptime for a service in a
given observation period.
3. Reliability – How often the service is available
4. Load balancing – When elasticity kicks in (new VMs are booted or
terminated, for example)
5. Durability – How likely the data is to be lost(means data remains
consistent of not)
6. Linearity – How a system performs as the load increases.

14. Contd..
8. Agility – How quickly the provider responds as the consumer's resource
load scales up and down.
9. Automation – What percentage of requests to the provider are handled
without any human interaction.
10. Customer service response times – How quickly the provider responds
to a service request. This refers to the human interactions required when
something goes wrong with the on demand, self-service aspects of the
cloud.
11. Service-level violation rate – Expressed as the mean rate of SLA
violation due to infringements of the agreed warranty levels.

15. Contd..
12. Transaction time – Time that has elapsed from when a service is invoked
till the completion of the transaction, including the delays.
13. Resolution time – Time period between detection of a service problem
and its resolution.

16. Conclusion
1. Service Level Agreements are based on the usage model. Frequently,
cloud providers charge their pay-as-per-use resources at a premium and
deploy standards Service Level Agreements only for that purpose.
2. The Service Level Agreements (SLAs) attached to a subscription many
times offer various terms and conditions. If client requires access to a
particular level of resources, then the client need to subscribe to a service.

17. References
1. https://www.servicetonic.com/service-desk/what-is-an-sla/
2. https://www.geeksforgeeks.org/service-level-agreements-in-cloud/

18. Thankyou!