a customer's inquiry or problem on the first call or contact. A corresponding SLO may be: the FCR of all cases over the last 30 days should be > 75%. TAT (Turn-Around Time): Time taken to complete a certain task. TRT (total resolution time): Total time taken to complete a certain task. MTTR (Mean Time To Recover): Time taken to recover after an outage of service. Uptime is also a common metric, often used for data services such as shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, number of scheduled maintenance windows, etc. Many SLAs track to the ITIL specifications when applied to IT services. Specific examples Backbone Internet providers It is not uncommon for an internet backbone service provider (or network service provider) to explicitly state its SLA on its website. The U.S. Telecommunications Act of 1996 does not expressly mandate that companies have SLAs, but it does provide a framework for firms to do so in Sections 251 and 252. Section 252(c)(1) for example ("Duty to Negotiate") requires Incumbent local exchange carriers (ILECs) to negotiate in good faith about matters such as resale and access to rights of way. WSLA A web service level agreement (WSLA) is a standard for service level agreement compliance monitoring of web services. It allows authors to specify the performance metrics associated with a web service application, desired performance targets, and actions that should be performed when performance is not met. WSLA Language Specification, version 1.0 was published by IBM in 2001. Cloud computing The underlying benefit of cloud computing is shared resources, which are supported by the underlying nature of a shared infrastructure environment. Thus, SLAs span across the cloud and are offered by service providers as a service-based agreements rather than a customer-based agreements. Measuring, monitoring and reporting on cloud performance is based on the end UX or their ability to consume resources. The downside of cloud computing relative to SLAs is the difficulty in determining the root cause of service interruptions due to the complex nature of the environment. As applications are moved from dedicated hardware into the cloud, they need to achieve the same even more demanding levels of service than classical installations. SLAs for cloud services focus on characteristics of the data center and more recently include characteristics of the network (see carrier cloud) to support end-to-end SLAs. Any