[Elements of SLAs]Elements of SLAs [r][width=6cm]bilder/contractaspects
The service is described by technical information on functionality, capacity, quality and the interfaces for usage and management. Functionality describes what the service supports to do, not how it is done. Capacity and quality criteria specify the service level that must be fulfilled. The usage interface is the service access point. A management interface is needed for monitoring and controlling the service from the customer's domain.
The organizational information includes all interactions between customer and provider for the usage and management of the service. Usage interactions are for example the login process for ordering a product. Interactions like adding a new dealer or problem handling are management interactions.