Key sections of the agreement deal with service level performance including tracking both the service and the performance levels, monitoring problems and achieving acceptable levels of customer satisfaction. Every service level and performance expectation must be capable of being measured and data must be captured, recorded and analyzed to ensure reasonable expectations are being met. Poor service levels are likely to incur penalties and warranties should be included with care bearing in mind that they are likely to be invoked if the service level does not meet agreed levels. The SLA Toolkit covers all of these areas and provides comprehensive advice and guidance on a step by step basis.