A '''service-level objective''' ('''SLO''') is a key element of a service-level agreement (SLA) between a [[service provider]] and a [[customer]]. SLOs are agreed upon as a means of measuring the performance of the Service Provider and are outlined as a way of avoiding disputes between the two parties based on misunderstanding.
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* Mutually acceptable
While Andrieux et. al. define the SLO as "the quality of service aspect of the agreement. Syntactically, it is an assertion over the terms of the agreement as well as such qualities as date and time".<ref name=":0" /> Keller and Ludwig more concisely define an SLO as "commitment to maintain a particular state of the service in a given period" with respect to the state of the SLA parameters.<ref>Alexander Keller, Heiko Ludwig "The WSLA Framework: Specifying and Monitoring Service Level Agreements for Web Services", Journal of Network and Systems Management, Vol 11, n. 1, March 2003.</ref> Keller and Ludwig go on to state that while service providers will most often be the lead entity in taking on SLOs there is no firm definition as such and any entity can be responsible for an SLO. Along with this an SLO can be broken down into a number of different components.
* Obliged - The entity that is required to deliver the SLO.
