That`s why measurability is important. Quantifiable measures are clear and specific and can be divided into targets that constitute preferred power and minimum values that show acceptable performance. Incentives and sanctions may be put in place at the same time as a clause indicating when the customer or service provider has the right to terminate the contract. For example, the customer is responsible for providing a representative to resolve issues with the SLA-related service provider. The service provider is responsible for meeting the service level defined in the SLA. Service provider performance is evaluated based on a number of metrics. Reaction time and resolution time are among the main metrics contained in an SLA, as they relate to how the service provider handles the service disruption. The SLA should include elements in two areas: services and management. .