As already mentioned, the SLA will determine the delivery times and metrics that can be used for the management of the project in question. When the SLA is defined and signed, both parties are protected from everything that is done. This document protects all parties from their rights and obligations, while the service is provided. That is why, in the next topic of our article, we will talk not only about what SLA means, but also about the benefits that this document brings to the organization. When preparing for your SLA, also think about the importance of defining in advance all the points that should be respected by the parties. Based on the SLA, it is possible to direct not only the management of the project, but also the contractor. In this way, the company`s customer management becomes more efficient. To do this, it is necessary to remember some of the objectives of the service level agreement.