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Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. Let`s use another example. Let`s assume that we are a beverage supplier with tea, coffee and juices in our portfolio of services. If customer A wants tea to be made available every morning and evening, coffee before and after lunch and juices during the lunch break, this is the personalized SLA that we have signed with this particular customer, and therefore we re-ensenduce the offer. The termination of the contract is carried out as part of the CRM process due to the complete legal situation in case of termination of the contract. The management of the service level agreement is triggered by the CRM process and the monitoring of an agreement is stopped. . . .