5. Creating and Managing vApps : 5.6 Establishing Service Levels : 5.6.1 Defining a Service Level Agreement
5.6.1 Defining a Service Level Agreement
For a service provider to optimally provide vCloud consumers with services, technology services must be seamlessly integrated. Generally, a workflow engine called the orchestration layer is used for this purpose. Invoking a service can automatically trigger one or more technology services. The rules governing these workflows must be pre-configured and pre-approved for control, and they must provide an agreed-upon level of service to the consumer. This agreed-upon level of service is known as a Service Level Agreement and is typically defined as a pre-determined agreement between the service consumer and the service provider that measures the quality and performance of available services.