Paper—A Survey on Improving QoS in Service Level Agreement for Cloud Computing Environment A Survey on Improving QoS in Service Level Agreement for Cloud Computing Environment https://doi.org/10.3991/ijim.v15i21.26379 Afaf Edinat, Rizik Al-Sayyed () , Amjad Hudaib The University of Jordan, Amman, Jordan r.alsayyed@ju.edu.jo Abstract—Cloud computing is considered one of the most important tech- niques in the feld of distributed computing which contributes to maintain increased scalability and fexibility in computer processing. This is achieved because it, using the Internet, provides different resources and shared services with minimum costs. Cloud service providers (CSPs) offer many different ser- vices to their customers, where the customers’ needs are met seeking the highest levels of quality at the lowest considerate prices. The relationship between CSPs and customers must be determined in a formal agreement, and to ensure how the QoS between them will be fulflled, a clear Service Level Agreement (SLA) must be called for. Several previously-proposed models used in the literature to improve the QoS in the SLA for cloud computing and to face many of the chal- lenges in the SLA are reviewed in this paper. We also addressed the challenges that are related to the violations of SLAs, and how overcoming them will enhance customers’ satisfaction. Furthermore, we proposed a model based on Deep Rein- forcement Learning (DRL) and an enhanced DRL agent (EDRLA). In this model, and by optimizing the learning process in EDRLA, proposed agents would be able to have optimal CSPs by improving the learning process in EDRLA. This improvement will be refected in the agent’s performance and considerably affect it, especially in identifying cloud computing requirements based on the QoS metrics. Keywords—cloud computing, quality of service, service level agreement, reinforcement learning, deep reinforcement learning 1 Introduction Cloud computing, being one major approach among other distributed computing approaches, works to enhance computer scalability and fexibility, and this is achieved by providing different resources and standard services via the Internet [1], as it easily can reduce the expenses. Cloud Computing also provides many deployment models based on customers’ needs and demands. Accordingly, the effect of cloud computing is considered enormous, as small companies, using cloud computing, may effortlessly and smoothly grow and expand over the globe with highest qualities and lowest expenses. iJIM ‒ Vol. 15, No. 21, 2021 119