If a topic/issue is not addressed or resolved to provide customer-satisfied after-sales staff, it is degenerated at the level of SERVICOM`s department head and, if the client is still not satisfied, it will continue to degenerate at the level of the Minister of Administration and Finance and, finally, at the level of the permanent secretary whose decision on the matter must be final. 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. 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).  The fundamental advantage of cloud computing is the joint use of resources that are 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. The workshop included three important presentations, including “Transition to Cost Reflective Tariff, TCN`s Lookout,” which focused on the realities of the cost-cutting tariff and the penalties associated with it for parties in difficulty; “Reflective Tariff Service, A New Era,” Spotlight TCN and Disco Interface on the wholesale and retail model of network-level engagement, disco claims solution, NERC Order December 2019, Service Band Adjustment and Force Majeure” and “Poor Maintenance Culture.”