A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs. Most service providers understand the need for service level agreements with their partners and customers….