Editing Service-level agreement (section)

== Components ==
A well-defined and typical SLA will contain the following components:<ref>{{Cite journal|journal=Proceedings of the IEEE|last=Verma|first=Dinesh|date=September 2004|title=Service level agreements on IP networks|url=http://www.research.ibm.com/people/d/dverma/papers/SLAOverview.pdf|volume=92|issue=9|pages=1382–1388 |doi=10.1109/JPROC.2004.832969 |s2cid=263896791 |archive-url=https://web.archive.org/web/20050109041428/http://www.research.ibm.com/people/d/dverma/papers/SLAOverview.pdf|archive-date=January 9, 2005}}</ref>
* '''Type of service to be provided''': It specifies the type of service and any additional details of the type of service to be provided. In the case of an IP network connectivity, the type of service will describe functions such as operation and maintenance of networking equipment, connection bandwidth to be provided, etc.
* '''The service's desired performance level, especially its reliability and responsiveness''': A reliable service will be the one that suffers minimum disruption in a specific amount of time and is available at almost all times. Service with good responsiveness will perform the desired action promptly after the customer requests it.
* '''Monitoring process and service level reporting:''' This component describes how the performance levels are supervised and monitored. This process involves gathering different types of statistics, how frequently these statistics will be collected and how they will be accessed by the customers.
* '''The steps for reporting issues with the service''': This component will specify the contact details to report the problem and the order in which details about the issue have to be reported. The contract will also include a time range in which the problem will be looked into and when the issue will be resolved.
* '''Response and issue resolution time frame''': The response time frame is the period by which the service provider will start the investigation of the issue. Issue resolution time frame is the period by which the current service issue will be resolved and fixed.
* '''Repercussions for the service provider not meeting its commitment''': If the provider is not able to meet the requirements as stated in SLA then the service provider will have to face consequences. These consequences may include the customer's right to terminate the contract or ask for a refund for losses incurred by the customer due to failure of service.