A Service Level Agreement (SLA) is defined as an official commitment that prevails between D3L Services and the customer. Special aspects of the service – quality, availability, responsibilities – have been agreed between D3L Services and the customer.  The most common element of the SLA is that the service must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies often include service level agreements in the terms of their contracts with customers in order to define the service levels sold in clear terms. . . .