Exclusions — Specific services that are not available should also be clearly defined to avoid confusion and to make room for other parties` assumptions. One of the most important ways to maintain trust in your business is to know what people expect and respect them. Force reliability. Most service providers provide their service level statistics via an online portal. In this way, customers can check whether the right level of service is being met. If they can`t find it, the portal also allows customers to see if they are entitled to compensation. Experts believe that there are certain conditions that the organization must meet in order to find a place on the service level agreement. Here are some prerequisites that you should consider. A service level agreement (“ALS”) is a very important part of a relationship between a service provider (your business) and a customer (your customer). This identifies the party responsible for tracking and reporting results – either the service provider or the unit owner. In addition to defining performance metrics, an ALS may include a downtime and documentation management plan, as the service provider compensates clients for violations.