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Cloud computing is a dynamic and reliable IT trend that provides on-demand computing resources to a user via an INTERNET network infrastructure. CSPs generally provide 3 types of commercial services such as SaaS, PaaS and IaaS. However, we are focusing on the SaaS cloud model in which the cloud service provider (CSP) offers applications that users can access online. CSPs provide end users with a complete infrastructure that meets the expectations of users. But users generally have no control over how data is stored on the cloud or where the underlying resources are located. With this limited control, the customer requirements and service provider quality of service expectations are defined using a service level agreement. It is therefore very important to have adequate quality of service guarantees from a CSP. This document discusses cloud quality of service strategies and is a guide for future research. The conclusion is that the ultimate expectation of any quality indicator or service model is related to the cost concerns for the CSP provider and the user.

OPTIMIZATION OF SERVICE LEVEL AGREEMENTS (SLAS) WITHIN SAAS CLOUD IT INFRASTRUCTURE