The level of service that both the users and the service providers agree on, and usually includes availability, performance and accuracy.
- Availability can be measured in units of time (e.g., hours or days) or in percentages.
- Performance can be measured by volume of work accomplished (e.g., transactions) or speed.
- Accuracy can be measured in terms of whether or not the service is doing what it should be doing
- Level of risk of security and data confidentiality including fixing of finding of TLT audit.