The aim is to make the control possibilities transparent for the contracting entity by accurately describing the promised performance characteristics such as the volume of performance, reaction time and speed of processing. An important element in this regard is the level of service, which describes the agreed quality of service and contains information about the range of services (e.g. B time, scope), availability, supplier response time, etc. The typical example is server operations that must be operated 24 hours a day, 7 days a week with a failure rate of z.B. a maximum of 0.1% per year and a response time of 30 minutes after the damage is reported by an external service provider.  Service level agreements are also defined at different levels: Since late 1980s SLAs have been used by fixed line telecom operators. SlAs are so widely used these days that larger organizations have many different SLAs existing within the company itself. Two different units in an organization write an SLA, one being the customer and the other the service provider. This approach helps maintain the same quality of service across different units of the organization and across multiple locations in the organization.