For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. The SLA is usually one of the two fundamental agreements that service providers have with their customers. Many service providers draw up a framework contract to define the general terms and conditions of sale in which they collaborate with their customers. The SLA is often included in the service provider`s framework contract by reference. Between the two service contracts, the SLA adds greater specificity with respect to the services provided and the metrics used to measure their performance. It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly display its own SLA on its website.    The United States The Telecommunications Act of 1996 does not expressly require companies to have SAs, but it does provide a framework for companies in Sections 251 and 252.  For example, Section 252(c)(1) (“Obligation to Trade”) requires established local stock exchange operators (ILECs) to negotiate in good faith issues such as resale and access to rights of way. Define an appropriate baseline. Defining the right metrics is only half the way.
To be useful, metrics must be adapted to a reasonable and achievable level of performance.. . .