The aim is to make the control possibilities transparent for the contracting entity by accurately describing the promised performance characteristics such as the volume of performance, reaction time and speed of processing. An important element in this regard is the level of service, which describes the agreed quality of service and contains information about the range of services (e.g. B time, scope), availability, supplier response time, etc. The typical example is server operations that must be operated 24 hours a day, 7 days a week with a failure rate of z.B. a maximum of 0.1% per year and a response time of 30 minutes after the damage is reported by an external service provider.  The ICPs to be measured can also be defined as bandwidth (Scholderer, 2011, p. 91). Pulverich & Schietinger (2007) recommend regularly checking the ratios with the intervention of the parties to the process. For example, the design of a system can be done with a balanced scorecard (pp. 31-40). In the table below, we can see the potential peaks of an SLA with respect to software (Joyeux-Bleuler, 2014, pp.
674-680): For example, the customer is responsible for providing a representative to resolve issues with the SLA service provider. The service provider is responsible for meeting the service level defined in the SLA. The service provider`s performance is evaluated on the basis of a number of metrics. Response time and solution time are among the key indicators contained in an SLA because they relate to how the service provider handles the service disruption. Since late 1980s SLAs have been used by fixed line telecom operators. SlAs are so widely used these days that larger organizations have many different SLAs existing within the company itself. Deux différents units in an organization script in SLA with one unit being the customer and another being the service provider. This practice helps to maintain the quality of service amongst different units in the organization and also across multiple places of the organization. Cet internal scripting of SLA helps to compare the quality of service between in-house department and external service provider.
 We see that contracting authorities and contractors have different interests. Nevertheless, in order to reach consensus and dispel misunderstandings from the outset, a service level agreement must be formulated in a clear and understandable manner. It starts from the subject of the contract. For example, if a claimant regularly prepares financial reports for a contractor, the term „report“ would be insufficient. It is recommended to clearly choose words in the treaty, such as „last quarter revenue report“. A service level agreement (in German: service quality contract) is an agreement (agreement) between the customer and the supplier that sets essential requirements for the implementation of a service. The abbreviation SLA is often used. An SLA is intended to ensure quality: in addition to the range of services, SLA agreements contain precise specifications on the quality of services (service levels). These quality levels are used to set expectations and make companies accountable for meeting commitments.. .