Therefore, the SLA serves an important purpose as a tool for communication and conflict reduction as well as as a general document for managing expectations. Security – All security measures taken by the service provider are defined. Typically, this includes developing and consensus on anti-poker, computer security, and non-disclosure agreements. Then, one by one, the customer must specify the expected performance standards for each individual service. It depends on the service. Using the sample report above, a potential service level could be 99.5%. However, this must be carefully weighed. Often, a customer wants performance standards at the highest level. While this is understandable, in practice it could prove impossible, unnecessary or very costly.