What is the overall goal of establishing an SLA in cloud computing?

The overall goal of establishing a Service Level Agreement (SLA) in cloud computing is to define mutual benefits and expectations between service providers and customers. An SLA is a formalized document that outlines the specific services provided, the performance standards, and the responsibilities of both parties involved in the agreement. This clarity helps ensure that both the service provider and the customer have aligned their expectations regarding the availability, quality, and responsibilities tied to the service.

By specifying metrics like uptime, support response times, and issue resolution processes, the SLA helps build trust and accountability. It is crucial for maintaining a healthy and productive relationship, as both parties understand what is expected and can refer to the SLA in case of disputes or unmet expectations. The establishment of clear terms in the SLA ultimately leads to improved satisfaction for both the provider and the customer, fostering a cooperative environment.

The other options are related to aspects of cloud services but do not encapsulate the primary purpose of an SLA as well as defining mutual benefits and expectations does.