SLAs often include many elements, from the definition of services to the termination of the contract.  In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes.  The goal of alS is to ensure and improve the quality of services. It is therefore desirable to include incentives and/or fines in an agreement on the level of service. A Service Level Agreement (SLA) – Service Level Agreement (DNO) or Product Level Agreement (PLA),  is a type of agreement that includes agreements between the supplier and the customer of a service or product. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. In these cases, the metrics are agreed: an ALS is usually a written agreement between a supplier and a buyer of certain services and/or products (see Figure 1). In addition to the description of the services to be provided, an ALS also lists the rights and obligations of the supplier and the customer with respect to the agreed level of quality (level of service) of the services and/or products (services) to be provided.  How many users can this server handle? Can I run the SQL app database and an Exchange app on a computer? How many users can I deal with this Exchange server at the same time? Capacity planning in the Windows world is often pure gaming. It is not always clear what equipment is needed to meet the requirements.
To put it a little more, special tools have been developed. These tools weigh on the entire infrastructure with real service requests. In this way, it is possible to determine the burden on the services requested for the existing facilities.