Here are some metrics we recommend: One of the main elements of a service level agreement is: security – All security measures taken by the service provider are defined. Typically, it revolves around the development and consensus on anti-poker, IT security, and privacy agreements. A good SLA strategy can increase new business – Too often, customers leave a competitor because they are unattainable. Problems and demands go through the cracks and create even more problems and chaos that can only be solved by ending the relationship.. . . .