Add a definition and short description concepts used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts. This information may also be spread over appropriate sections of this document, instead of cooperating in a single section. This section defines the objectives of this agreement, such as: before we get to a brief intro for each model, let me clarify what you are going to look at. For example, the customer wants all tweets and Facebook messages to receive a response within 2 hours of receiving them. If you meet this requirement, the customer is satisfied and you can easily prove that you meet the conditions of the agreement. The purpose of this SLA is to specify the requirements of the SaaS service, as defined here, with respect to: As a service provider, you want to ensure that you receive payment for all support fees within the agreed intervals….