A service level agreement typically contains a number of different things to outline the services agreed upon. It should have a description of the services being provided and the service levels that are expected. The SLA should also include the metrics that will be used to measure the service that is being provided.

The duties of both the vendor and the customer should be defined, and the consequences of a breach of the SLA should also be laid out, including any penalties or remedies. An SLA should include a protocol for adding additional metrics or removing any that are no longer needed. In addition to defining services, the SLA should also define management standards and methods.

A service-based SLA is designed to cover a single service for all customers. The service level of the agreement remains the same for a particular service, regardless of who the agreement is with. So if several different clients or departments within a business are all using the service, the service-based SLA will be valid for all of them.

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