The production that the customer receives as a result of the service provided is the main objective of the agreement on the state of services. These are perhaps the most unknown shortcuts to most people. The SSA (Service Level Agreement) is an agreement between two parties for a given service. In other words, it is a contract that describes the amount of services a customer expects from their provider. SSA is not just a written agreement of certain services. Certain quality levels are also defined. The main point is the construction of a new layer on the network, the Cloud, or SOA Middleware capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI, which investigates aspects of multi-tier, multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has delivered results for content-oriented ASAs. As applications are moved from dedicated hardware to the cloud, they must achieve the same or even more demanding service levels as traditional installations.
SLAs for cloud services focus on data center characteristics and more recently include network features (see carrier cloud) to support end-to-end SLAs.  Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics in these cases, which are the subject of a common agreement in these cases, we can mention: SLAs usually include many elements, from the definition of services to the termination of the contract.  In order to ensure strict compliance with the AGREEMENTS, these agreements are often designed with specific dividing lines and the parties concerned must meet regularly to create an open forum for communication. The rewards and penalties applicable to the supplier are often indicated. Most LTC also leave room for periodic (annual) audits to make changes.  A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language.