„Most ALSs are negotiated to meet the customer`s needs at the time of signing, but many companies change in size over time. A strong cloud service level agreement describes the intervals for reviewing a contract to meet the changing needs of an organization. “ – Bridget Botelho – Don`t be intimidated by SLA cloud`s promises that service level agreements are no less important to call centers, as there are many quantitative measures such as reaction time, wait time and first call resolution (FCR) that highlight the quality of services provided. While the services provided are more qualitative than quantitative, there are still clear requirements and measures to be defined and, if done correctly, there are a number of benefits to the human resources department and the organization as a whole. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding „treaty“ (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – the level of service having been set by the (main) customer, there can be no „agreement“ between third parties; these agreements are simply „contracts.“ However, operational agreements or olea agreements can be used by internal groups to support ALS. If an aspect of a service has not been agreed with the customer, it is not an „ALS.“ The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers. For example, the EU-funded Framework SLA@SOI 7 research projectexplores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has delivered results in terms of content-based ALS.