Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. In the IT world, an “SLA” can refer to either 1) a software license agreement or 2) a service level agreement. Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. IT organizations that manage multiple service providers may want to enter into operational level agreements (AEOs) to explain how certain parties involved in the IT service delivery process interact with each other in order to maintain their performance. Most software license agreements are quite long and contain many legal conditions. The SLA may contain license restrictions, for example. B is the number of people who can use the software and the number of systems on which the software can be installed. Most SLAs also contain liability exclusions that state that the developer is not responsible for problems caused by the software…