Cloud computing is a fundamental advantage: shared resources, 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. This document outlines a framework for providing different web services to different customers, based on Service Level Agreements (SLAs). Service providers can offer web services at different service levels — z.B. on bronze, silver and gold levels with ever better reaction times. In general, service levels are differentiated based on many variables such as responsiveness, availability and performance. The framework described in this document includes the language of the WSLA (Web Service Level Agreement) in which ALSs must be provided in a flexible and personalized manner, a service level contract compliance control system, and a workload management system that prioritizes requirements according to associated ALS. This framework allows service providers to manage their resources efficiently and flexibly in order to optimize and potentially improve customer satisfaction. SLAs often include many elements, from the definition of services to the termination of the contract.
 In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes.  Service level agreements may contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the metrics generally accepted in these cases: most service providers provide statistics, often via an online portal.