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What is an SLA? A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved. Usually, SLAs are between companies and external suppliers, but they may also be between two departments within a company.

The types of SLA metrics required will depend on the services being provided. Many items can be monitored as part of an SLA, but the scheme should be kept as simple as possible to avoid confusion and excessive cost on either side. In choosing metrics, examine your operation and decide what is most important.

Service availability:the amount of time the service is available for use,This may be measured by time slot.

Defect rates: Counts or percentages of errors in major deliverables. Production failures such as incomplete backups and restores, coding errors/rework, and missed deadlines may be included in this category.

Security: In these hyper-regulated times, application and network security breaches can be costly. Measuring controllable security measures such as anti-virus updates and patching is key in proving all reasonable preventive measures were taken, in the event of an incident.

                                                              service quality metrics

Quality of service is essential to meet cloud consumers' business requirements, the following are examples

Availability Rate Metric: "Percentage of service uptime; measured as total uptime against total time"; expressed in percentages.

Network Capacity Metric: "Measurable characteristics of network capacity"; measured by bandwidth, throughput in bits per second; expressed as number of megabits per second.

Storage Device Capacity Metric: "Measurable characteristics of storage device capacity"; measured and expressed in storage size in gigabytes.