Quality attributes investigation for saas in service level agreement

The cloud computing has been growing and becoming a new service model in business; in parallel, more service providers appear in the market. Hence, both quality and reliability of cloud computing services become essential topics as Quality of Service (QoS) requirements play major roles in service/provider selection. However, there is a significant concern for the QoS attributes considered in a service level agreement (SLA) while selecting service provider. Clarifying QoS attributes and related metrics for software as a service (SaaS) in SLAs are aimed in this work as the research question. It is partially observed that SaaS concerns more quality attributes than other services; also, availability of services is more considered in all SLAs. In this work, possible QoS attributes and metrics to be considered in SLAs for SaaS are presented. Main benefit of this work is defended as the QoS attributes are to be given major importance in the negotiation and evaluations of SLAs of cloud service. As major limitations, law/regulations, government/company policies and budgeting are not discussed. All these were led to answer the research questions by present 12 quality attributes with related metrics for SaaS.