Explanation
With cloud providers hosting a number of different customers, it would be impractical for them to pursue additional certifications based on the needs of a specific customer. Cloud environments are built to a common denominator to serve the greatest number of customers, and especially within a public cloud model, it is not possible or practical for a cloud provider to alter their services for specific customer demands.

Dealing with users or user access would not be an appropriate item for inclusion in an SLA specifically.
However, user access and user experience would be covered indirectly through other metrics. Memory, CPU, and network resources are all typically included within an SLA for availability and response times when dealing with any incidents.

Explanation
The cloud service operations manager is responsible for preparing systems for the cloud, administering and monitoring services, providing audit data as requested or required, and managing inventory and assets.