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Contractually, an SLA specifies the required performance parameters of a solution. This negotiation will impact the price, as more stringent requirements can be more expensive. For example, if you need 24-hour support, this will be less expensive than 4-hour support.

Some CSPs will provide a predefined set of SLAs, and customers choose the level of service they need. The customer can be an individual or an organization. For the customer contracting with a CSP, this is a straightforward approach. The CSP publishes their performance options and the price of each, and the customer selects the one that best suits their needs and resources.

In other cases, a customer specifies their requirements, and the CSP will provide the price. If the CSP cannot deliver services at the level specified or if the price is more than the customer is willing to pay, the negotiation continues. Once agreed upon, the SLA becomes part of the contract. This is generally true only for large customers. The cost of negotiating and customizing an SLA and the associated environment is not generally cost effective for smaller contracts and individuals.