For example, the customer is responsible for providing a representative to resolve issues with the SLA-related service provider. The service provider is responsible for meeting the service level defined in the SLA. Service provider performance is evaluated based on a number of metrics. Reaction time and resolution time are among the main metrics contained in an SLA, as they relate to how the service provider handles the service disruption. However, this does not mean that this is impossible and should in no way be ignored if you want to maintain a long-term relationship with your client or service provider.   The European Commission presented a summary of the results of different research projects in the field of ASAs (from specifications to control, management and implementation).  In the current business context, where ordering services are constantly outsourced, it is essential to establish a concise official document that defines the terms of an agreement between the customer and the service provider in order to lay the foundations for a relationship of trust and, ultimately, fruitful. Information technology outsourcing agreements, in which the remuneration of service providers is linked to the results achieved, have gained popularity due to the development of pricing models based on time and equipment or full-time staff. . . .