#F003 / #F004 - Separate files please

Service Level Agreement Purpose A service-level agreement (SLA) represents an understanding between users and the service provider. The purpose of this agreement is to define performance criteria by specifying the quantity and quality of service desired by the customer." In 80 words or more, answer the following, what are the various parts of a service level agreement? What is the purpose of each element? Service Level Agreement In 80 words or more answer the following, In terms of IT governance, what are the types of situations where SLAs might be appropriate?