Identify the Services: Clearly define the services that will be covered by the SLA. Set Performance Metrics: Establish specific, measurable metrics for service performance, such as response time, resolution time, and uptime. Define Roles and Responsibilities: Clearly outline the responsibilities of both the service provider and the customer. Establish Reporting and Monitoring: Set up a system for monitoring service performance and reporting on SLA adherence. Review and Revise: Periodically review the SLA to ensure it remains relevant and effective, making revisions as necessary.