Cloud computing Service Level Agreement (SLA)

Research online, a Cloud computing Service Level Agreement (SLA) and describe what it entails.
Use the list of components in a typical SLA to address the following:
Many companies have come and gone in the NOS world. Netware was one of the premier players in the game, giving Microsoft a run for their market share. What happened to that NOS?
Research articles or Blog postings about this decline in the field.
Give a brief history of the change that caused them to lose their market. Could this happen to another vendor? Which ones?

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