The standard in a Tier 1 telecommunications company is 20 minutes for reaction, 4 hours for repair and 99% uptime. ” – Ronald Bartels, Network Service Level Agreement (SLA) Management within a telecommunications company Or you simply want to perform regular checks of the agreement to ensure that all requirements are met. The purpose of this agreement is to reach a mutual agreement on the provision of IT services between the service provider(s) and the customer(s). Service level agreements are also defined at different levels: this is undoubtedly “IT services”, but we felt that it deserved a separate model, as it is a massive application case in the IT sector and a great one for service level agreements. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers.