How will you respond to a critical problem? Your service level agreement should outline the steps to take in the event of a critical issue. The SLA informs customers of how the issue is resolved and how progress updates are communicated to them. Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. On the other hand, if we also have a stand where we offer juices all day, but at a fixed price and where customers B and C can meet their needs, this is a service-based SLA. As applications are moved from dedicated hardware to the cloud, they must achieve the same or even more demanding service levels as traditional installations.