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In Service Level Agreements, typical segments one might expect to find would be: performance measurement, customer duties, disaster recovery, services definitions, termination of agreement, and problem management.Once can look back to the 1980s to find the origins of SLAs, which were used back then by telecom operators as part of their contracts which they had binding between themselves and their corporate customers. Service level agreements have truly taken off, and nowadays one can even find internal departments in large organisations using the concept with their internal customers such as users in other departments yet of the same organisation.

Service Level Agreements are particularly useful because they allow the quality of services to be agreed upon across different locations and across different business units. Service level agreements function in this way as a form of internal benchmarking which can be quite useful within companies. One can understand why since their conception, Service Level Agreements have caught on and proved rather popular for both internet service providers, and within large companies.