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.  The service guarantee has a very similar purpose, but it is promised to a consumer in a standardized form. In order to objectify the quality of a service, the service is divided into different levels offered by the service provider. These service levels specify the form in which a service can be provided. SLAs are an essential part of service level management (SLM). As part of the service level management process, SLAs are constantly reviewed and adapted to changing business requirements, current market conditions and new customer requirements.
The Operational Level Agreement (OLA) must be distinguished from the Service Level Agreement (SLA). An OLA is often used to support or secure an SLA. Since these agreements are concluded between the departments of the same entity, they generally apply only to the internal service provider. An underpinning (UC) contract is in turn a contract to cover a service agreed between the service provider and a service provider. Dependencies exist to the extent that guaranteed benefits are guaranteed by support contracts with foreign resources and are reactive through escalation mechanisms. Our observations show that due, among other things, to time constraints before the signing of the outsourcing contract, the negotiating parties often make compromises or that the beneficiaries are not adequately involved. SLAs aim, on the one hand, to ensure price/performance transparency for customers and partners and, on the other hand, to assist in the settlement of disputes or the prevention of disputes by clarifying critical points during the development – possibly joint – or when presenting the SLA. . . .