A Service Level Objective (SLO) is a key component of a service level agreement (SLA) between a service provider and a customer. There is often confusion in the use of ALS and OLS. The SLA is the entire agreement defining the service to be provided, how it is supported, schedules, locations, costs, performance and responsibilities of the parties involved. SLOs are specific measurable characteristics of the SLA, such as availability, throughput, frequency, response time or quality. The agreement may include separate organizations or different teams within an organization contracts between the provider and other third parties are often referred to (incorrectly) as SLAs – as the level of service has been defined by the customer (principal), there can be no “agreement” between third parties; These agreements are simply “contracts”. .