They give a generous tip for the delivery of the hot pizza and a less generous tip when it arrives cold. If it`s too cold, the SLA is canceled and you move your stuff to a competing pizzeria. Service availability: the time available for the usage service. This can be measured on the basis of the window of opportunity, for example between the hours of 8.m and 6 P.m. an availability of 99.5% and an availability of more or less at other times. E-commerce operations usually have extremely aggressive SLAs at all times; 99.999 percent uptime is a non-unusual condition for a site that generates millions of dollars an hour. When it comes to what should be included in your service level agreement, there`s one last part: check these metrics regularly to monitor your progress and make sure distribution and marketing have access to reports for both parts of the SLA. However, this can lead to great complexity, as multiple external service providers can be involved in running a workflow. Service level agreements for each of these drives ensure that the company can run its workflows smoothly, while service providers know exactly what is being asked of them. In this case, it is better for contractors not to call it an SLA and only call it a service requirement. Service Performance – Metrics and performance levels to measure performance are defined.