However, a service level agreement can take the form of a legal or informal contract or be part of a contract. For this way, a service level agreement can be included in a contract, but a contract is not necessarily a service level agreement. Many companies prefer SLAs that are not part of the contract itself, as this allows for easier review. As managed services and cloud services become more common, SLAs are evolving to meet new approaches. Shared services, not custom resources, characterize new contractual methods, so service-level commitments are often used to create comprehensive agreements designed to cover all of a service provider`s customers. Depending on the service, the types of metrics to monitor may include: What is typically an SLA document? Aspects of the Service, including responsibilities, quality and availability, shall be agreed between the Service Provider and the Service User. Therefore, you need to make sure that you can deliver the promised product at the promised time. An IT service provider must be able to collect data on SLA performance and report on that performance. Make sure your service management software can perform both tasks. Customers can create common metrics for multiple service providers that consider cross-vendor impacts and consider the impact the vendor may have on processes that are not considered part of their contract. .