Each area of service should have the “level of service” defined. The service level agreement may indicate the levels of availability, serviceability, performance, or operation. The “level of service” can also be specified as “target” and “minimum,” which allows clients to be notified what to expect (the minimum), while providing a computable target value that illustrates the level of the organizations performance.
Service level agreements ordinarily include areas to address: a description of services, performance measurement, problem management, client duties, warranties, disaster recovery, and termination of agreement.
Some metrics that service level agreements may identify include: