An SLA – Service Level Agreement can not only help win business, but it can also help keep it! Implementing an SLA as part of a contract can be considered a very professional type of service. Integrating an SLA process in response to a bidding question such as „How can you maintain a high level of service delivery?” can be a decisive part of winning contracts. The SLA is a management tool that has been put in place to monitor the main service elements required by the customer. It is checked jointly by the supplier and the customer at regular intervals, probably every month. Defined service levels are measured line by line based on agreed criteria and are scored. This scoring process shows how the different elements of the contract work and creates a picture of the contract as a whole. For each service element falling under parity, measures are agreed and improvement targets are set. . . .