My report will discuss and analyze Service Level Agreements (SLAs) and Memorandum of Understanding (MoU). In the first part I will provide a brief description of SLA and MoU and describe their servers. In the second part I will discuss, analyze and describe the essential components of a good agreement and finally add solutions, recommendations and conclude my report with conclusions and references. A service level agreement (SLA) is an agreement between an Internet service provider (ISP) and a customer that stipulates and commits the network provider to guarantee the requested level of service. The SLA includes a particular service level, support choices, enforcement provisions or penalties for services not provided, usage statistics that will be provided, timing of advance information about network changes that may affect users, service response times help desk for different classes of problems, the name and number of users who will be able to use it together, the particular standards with which current performance will be periodically compared, duration, availability of software or hardware, roles and responsibilities, service descriptions and evaluation standards. Memorandum of Understanding (MoU) characterizes a double or multiple agreement by the supplier in support of a customer's project. Furthermore, it explains a convergence of will between the parties, including an expected common course of action. It is usually used in situations where the parties do not imply a legal commitment or in cases where the parties cannot create a legally enforceable agreement. This is a more formal replacement agreement than a gentlemen's agreement. Whether or not an agreement constitutes a binding agreement depends only on the presence or absence of l...... middle of paper ...... suppliers should understand that their customers may be disappointed or dissatisfied of IT performance, even when IT achieves goals. If there is little encouragement from IT staff, the result will be reflected in customers' view of the actual performance of network providers. These are some of the essential components of a good agreement and there are many that should be determined. This is my fourth case study and I hope you like it. Best regards Mohammed Almohdar Textbooks: No Author Found. (2010). Best practices for service level agreements. Bribane, Australia: The Art of Service. Bruce, N. (2013). Service Level Agreement 56 Secrets to Success 56 Most Frequently Asked Questions about Service Level Agreement: What You Need to Know. Sl: Emereo Publishing.Moon, C. (2013). SLA 126 Secrets to Success 126 Most Frequently Asked Questions about SLA: What You Need to Know. Sl: Emereo Editore.