Service level agreements, as framed in the U.S, are generally defined at various levels, which include the customer level, service level, corporate level, and also the multilevel SLA. There are also customer-based and service-based SLAs that operate widely in the States. An agreement of this form generally involves a number of legal and technical terms, whose clear and complete definitions are to be provided in this very document, along with the terms and conditions of the agreement. Agreements that define the service level also have certain metrics and standards that are largely based on the attainment of the service objectives of the respective organization.
A company or business firm can frame service level agreements as much as agencies and organizations that provide web services, but the basic format of framing the document follows a set pattern. A few of the most important features that must be contained in these documents are: