The concept of a Service Level Agreement (SLA), Service Quality Agreement (DGV) or Service Agreement (DLV) refers to an agreement between the client and the IT service provider for recurring services. The aim of such an agreement is to give the client the opportunity to control the promised benefit within the agreed response time frame. The level of service, which must accurately describe the agreed quality of service, is an important element. Obligation to report errors, obligation to correct errors, level of service, etc. Under a PPU contract, the service provider owes the client, on average, 99% accessibility to the client`s web service. For 365 days, this corresponds to an accessibility of 361.35 days per year. If the web service is available in fewer days, there is an excess of the minimum IT service due, which is considered a gap and which causes consequences in the ALS. For example, a reduction in pay by a certain percentage up to a penalty. The Service Level Agreement (SLA) or the German Service Quality Agreement (DGV) refers to a contract between an IT service provider (Provider) that regulates in detail recurring IT services in terms of service level, response time and processing speed. The quality of service (level of service), which describes the agreed quality of service, is an important element in this regard. The full traceability of service level agreements is not ensured without appropriate indicators (KPIs). It is therefore necessary to find appropriate indicators to quantify and measure service. To do this, the following requirements must be met: the measures used to determine the quality of service of the supplier depend on the customer`s requirements for supplier performance and supplier technical performance.

From the supplier`s point of view, ALS is also advantageous. It reduces coordination costs, provides legal certainty and also provides a clearly visible basis for calculating benefits. In addition, it is easier to assess expenses. On the service provider`s side, the clear regulation of areas of responsibility by ALS must also be considered an asset. On the other hand, the power pressure generated by an ALS is unfavourable. Suppliers must always ensure that they respect the agreed quality in order to avoid negative consequences. In addition, procedures are generally considered tedious. . Systems whose failure does not affect a company`s business for a period of time are not required to be available at all times (the corresponding costs, etc.