This week we learned about Service Level Agreements. They are important, as they provide a reference of what the customer can expect from the provider. The agreement offers rules, measures of the service and responsibilities of customer and provider. SLAs are often generic standard SLAs in favor of the provider. Sometimes providers negotiate a custom agreement with the customer, but that's not always the case. Just as any other contract, the Service Level Agreement is an important contract that should be read and comprehended carefully before agreeing to it.