A web service level agreement (WSLA) is a standard for monitoring compliance with web services according to the service level agreement. It allows authors to indicate performance metrics assigned to a web application, desired performance goals, and actions to perform if performance is not achieved. The Service Desk is an important part of any organization responsible for providing the service; If the failure can have a direct impact on the company`s image, it doesn`t matter whether the Desk service is intended for internal or external customers. Among the most important elements of a service level agreement are: the company`s IT organizations, especially those dedicated to managing IT services, enter with their internal customers in the SLAs – users in other departments within the company. An IT department creates an ALS to measure its services, justify them and possibly compare them to those of outsourcing providers. An after-sales service contract is concluded between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site. Finally, there is a lender ALS between the provider and the lender. Service Desks and ServiceTonic automate service level agreements, making it easier to send priority to each ticket or a resolution time determined by the type of ALS. The second type of ALS structure is client-based ALS. A client-based ALS corresponds to a client and covers each of the administrations used by that client.
Let`s think about connecting you to your telecommunications administrator. They use voice service, SMS administration, date service and some different telecommunications administration. For each of these jurisdictions, you only have one contract between you and the telecommunications administrator. Similarly, if the Co-op IT specialist makes certain administrations available to the company and customers and all levels of service are archived in an ALS for the administrations made available, it is a customer-based ALS. Stakeholders — Clearly defines and defines the responsibilities of the parties to the agreement. All general issues relevant to the organization are covered and are the same across the organization. For example, for security ALS at the organization level, each employee must create passwords with 8 characters and change them every 30 days – or each employee must have an access card with a printed photo. Let`s use another example. Suppose we are a beverage supplier with tea, coffee and juice in our service portfolio. If Customer A wants tea to be provided every morning and evening, coffee before and after lunch and juices during the lunch break, this is the personalized ALS that we have signed with this particular customer, and that is how we rent the offer. 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).
 ALS is generally one of two basic agreements that service providers enter into with their clients.