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srvc-lvl grmnt (SL) s n grmnt btwn srvc prvdr nd cstmr. Prtclr spcts f th srvc – qlty, vlblty, rspnsblts – r grd btwn th srvc prvdr nd th srvc sr. Th mst cmmn cmpnnt f n SL s tht th srvcs shld b prvdd t th cstmr s grd pn n th cntrct. s n xmpl, ntrnt srvc prvdrs nd tlcs wll cmmnly ncld srvc lvl grmnts wthn th trms f thr cntrcts wth cstmrs t dfn th lvl(s) f srvc bng sld n pln lngg trms. n ths cs, th SL wll typclly hv tchncl dfntn f mn tm btwn flrs (MTBF), mn tm t rpr r mn tm t rcvry (MTTR); dntfyng whch prty s rspnsbl fr rprtng flts r pyng fs; rspnsblty fr vrs dt rts; thrghpt; jttr; r smlr msrbl dtls.