| Definition: | contractual agreement on the quality and quantity of services (including AAL services and IT services) to be provided using clearly verifiable and comprehensible criteria (service level) accepted by both the AAL user and the AAL service provider, that define a set of service level objectives and related key performance indicators (KPI) Note 1 to entry: These service level objectives can concern aspects of the services (including AAL services and IT services) including availability, performance, security and measurable thresholds of service attributes, which the service provider aims to meet in respect of the service to be delivered.
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