This document discusses service level agreements (SLAs), including what they are, their key components, and different types. An SLA is a contract between a service provider and customer that defines quality, availability, responsibilities and commitments. Key components of an SLA include the type of service, speed and response time, monitoring process, issue reporting steps, response and resolution timeframes, and consequences for not meeting commitments. There are three main types of SLAs: customer-based (covers all services under one contract), service-based (covers one standard service for all customers), and multilevel (customized based on customer needs at the corporate, customer, and service levels). Pricing of SLAs is typically based on usage or

1. SERVICE LEVEL AGREEMENT
Name – Swapnendu Ganguly
CLOUD
COMPUTING
Sem - v Roll - 9359
Sub – B.Sc Computer Science
Hons.
BHAIRAB GANGULY
COLLEGE
Reg No. – 1072011400179

2. WHAT IS SERVICE LEVEL AGREEMENT OR SLA?
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A servicelevelagreementis a commitmentor a bondsignedbetweena
serviceprovideranda customer.
Quality
Availability
Responsibilities
I want
CUSTOME
R
I can
provide
everything
Service Provider
A contract is signed between the customer and the service provider and the deal gets confirmed

3. COMPONENTS IN SERVICE LEVEL AGREEMENT
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Type of service to be provided: It specifies the type of
service and any additional details of the type of service to
be provided.
The service's speed and response time: A reliable service
will be the one that suffers minimum disruption in a
specific amount of time and is available at almost all
times.
Monitoring process and service level reporting: This
component describes how the performance levels are

4. COMPONENTS IN SERVICE LEVEL AGREEMENT
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The steps for reporting issues with the service: This
component will specify the contact details to report the
problem and the order in which details about the issue
have to be reported.
Response and issue resolution time frame: The
response time frame is the period by which the service
provider will start the investigation of the issue. Issue
resolution time frame is the period by which the current
service issue will be resolved and fixed.
Repercussions for the service provider not meeting its
commitment: If the provider is not able to meet the
requirements as stated in SLA then the service provider
will have to face consequences. These consequences

5. DIFFERENT TYPES OF SERVICE LEVEL
AGREEMENT
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There are three types of Service Level Agreement
Customer Based SLA
Service Based SLA
Multilevel Based SLA

6. CUSTOMER BASED SERVICE LEVEL AGREEMENT
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This type of agreement is used for individual customers and
comprises all relevant services that a client may need while
leveraging only one contract. It contains details regarding
the type and quality of service that has been agreed upon.
For example, a telecommunication service includes voice
calls, messaging, and internet services, but all exist under a
single contract.

7. SERVICE BASED SERVICE LEVEL
AGREEMENT
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This SLA is a contract that includes one identical type of
service for all of its customers. Because the service is
limited to one unchanging standard, it is more
straightforward and convenient for vendors.
For example, using a service-based agreement regarding an
IT helpdesk would mean that the same service is valid for all
end-users that sign the service-based SLA.

8. MULTILEVEL SERVICE LEVEL AGREEMENT
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This agreement is customized according to the needs of the
end-user company. It allows the user to integrate several
conditions into the same system to create a more
convenient service.
This is further divided into three categories
 Corporate level
 Customer level
 Service level

9. MULTILEVEL SERVICE LEVEL AGREEMENT
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 Corporate level: This SLA does not require frequent
updates since its issues are typically unchanging. It
includes a comprehensive discussion of all the relevant
aspects of the agreement and applies to all customers in
the end-user organization.

10. MULTILEVEL SERVICE LEVEL AGREEMENT
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 Customer level: This contract discusses all service issuesthat
are associated with a specific group of customers. However, it
does not take into consideration the type of user services.
For example, when an organization requests that the security
level in one of its departments is strengthened. In this
situation, the entire company is secured by one security agency
but requires that one of its customers is more secure for
specific reasons

11. MULTILEVEL SERVICE LEVEL AGREEMENT
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Service level: In this agreement, all aspects attributed to a
particular service regarding a customer group are included.

12. PRICING IN SERVICE LEVEL AGREEMENT
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Service Level Agreements are based on the usage model and a
subscription based model. Most cloud providers price their pay-as-you-go
at a premium and issue standard SLA’s only for that purpose. But the SLA’s
attached to a subscription often offer different terms . Like if any
organization requires access to a certain level of resources then they
require subscriptions for services. This is because a pay-as-you-go model
may not provide that level of access under peak load conditions.