Metrics should reflect only factors under the appropriate control of the service provider. Measurements must also be easy to collect. In addition, both parties should refuse to choose excessive amounts of metrics or measurements that produce large amounts of data. However, the inclusion of too few metrics can also be problematic, as the absence of a metric could draw the view as if the treaty had been violated. A customer wants all service requests to be resolved within 3 hours of registration. What if it takes more than 3 hours to solve most cases? In such a situation, the 3-hour settlement clause does not seem significant. This frustrates the customer and pushes him to look for another supplier who can meet his expectations. If the SLA now has a criminal reason, the customer knows that it will be compensated for such delays. .