Any important contract that is not subject to an associated SLA (reviewed by a lawyer) is open to intentional or accidental misinterpretations. The SLA protects both parties in the agreement. When describing OpenAIRE Infrastructure Service Agreements (SLAs), we refer to the availability, service capacity, performance, operation, or other attributes of the infrastructure. The service level is indicated as «objective» and «minimum», which makes it possible to inform the user of the OpenAIRE infrastructure of what can be expected (the minimum), while providing a measurable (average) target value indicating the level of organizational performance. The following OpenAIRE infrastructure SLAs have been defined: A service level agreement typically contains the following information (actual content may vary depending on the type of service): Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. A multi-step SLA structure is often used to avoid duplicates and reduce the frequency of updates, as in the following example of a three-step SLA structure: the following services are covered by this SLA: Internet connectivity, email, file backend, and back-end web server. Service credit requests must be submitted by customers within 30 calendar days of the occurrence of the issue that led the designated oracle infrastructure service to fail to comply with the current service obligation. Oracle will use economically reasonable efforts to process complaints within 60 days of receiving a complaint from Oracle. In a sense, the SLA has expectations of both parties and acts as a roadmap for changes in the cloud, both expected changes and surprises. Just as any IT project would have a roadmap with clearly defined outcomes, an SLA is just as important for working with cloud infrastructure.