A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language. In this case, ALS generally has a medium-time technical definition between errors (MTBF), average repair time or average recovery time (MTTR); Identifying the party responsible for reporting errors or paying royalties; Responsibility for different data rates throughput; Jitter; or similar measurable details. The measures to be taken according to the assigned level of the problem must be defined below: the failure provided for the maintenance of the system, notified to the customer beforehand, should not be taken into account in the aforementioned determination of the availability of the system for the calculation of service credits. Because 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.  Multi-channel payments offer customers different online or mobile channels that they can pay for. A stationary store, for example, that offers customers the ability to buy in their e-commerce store or in a market like Amazon or a social media network like Facebook.
Many SLAs follow the specifications of the Information Technology Infrastructure Library when applied to IT services. Cloud computing is a fundamental advantage: shared resources, supported by the underlying nature of a common infrastructure environment.