Service providers need SLAs to manage customer expectations and define severity levels and circumstances in which they are not responsible for failures or performance issues. Customers can also benefit from SLAs, as the contract describes the performance of the service – which can be compared to SLAs from other providers – and defines ways to resolve service issues. Service level agreements are the first step in establishing a relationship between a service provider and a customer. By realizing what is expected of each party, there can be transparency and trust on both sides. Regardless of the type of service level agreement that will be signed, each party can now be held accountable for meeting the end of the agreement. Sometimes it is necessary to compromise when the service provider does not have the necessary resources to meet the customer`s requirements. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. . . .