Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. Overview › Service Level Agreement – Content › Types and Levels of Support Required › Service Level Requirements/Objectives A service level agreement defines what both parties want to accomplish with their agreement, as well as an overview of each party`s responsibilities, including expected results with performance indicators. . . .