While the above service levels may seem impressive, will they actually lead to satisfied users? We would argue that this will not be the case. Availability is a small part of the user experience – if it`s the only service tier in a cloud service contract, then the service provider only receives incentives to make sure the app is available – issues like responsiveness, latency can be ignored by contract. This may be due in part to the technical nature of service levels and the different metrics for measuring service level performance – z.B. availability, capacity, quality of service or “QoS”, reaction time, latency, loss, shaking, etc.! What is the difference between all these agreements and which one is best for a SaaS product? Add the pricing models for each type of service with detailed specifications. Here you define the responsibilities of both the service provider and the customer. The other common practical problem in the application of service level agreements is recrimination. Because cloud services are ultimately an outsourced system with many interdependencies. Some system components may be under the control of the customer, service provider, or third party (e.g. B a network provider). The production obtained by the customer through the service provided is at the heart of the service level agreement. The problem is magnified in cloud services, where customers often face generic but seemingly impressive service levels.