It is important to note that sanctions are also known to cause disputes between the parties. Sanctions and exceptions become complex when working on large and complex projects. The SLA should contain clear guidelines for compensation for non-compliance with CPDs or service violations. It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly display its own SLA on its website.    The U.S. Telecommunications Act of 1996 does not expressly require companies to have SAs, but it does provide a framework for Section 251 and Section 252 carriers.  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. When sending a call for tenders, the customer must include the service levels expected as part of the request; This impacts the provider`s offering and pricing and can even influence the provider`s decision to respond. For example, if you request 99.999 percent availability for a system and the vendor cannot meet that requirement with your specified design, they may offer another, more robust solution. Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics usually agreed in these cases are: Service Credit: This is another form of penalty, which involves compensation in the form of service credits or extension in the service. .