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There is often confusion in the use of SLA and SLO. The SLA is the entire agreement that specifies what service is to be provided, how it is supported, times, locations, costs, performance, and responsibilities of the parties involved. SLOs are specific measurable characteristics of the SLA such as availability, throughput, frequency, response time, or quality.
The SLO may be composed of one or more quality-of-service measurements ([[service level indicator]]s, SLIs)that are combined to produce the SLO achievement value. As an example, an availability SLO may depend on multiple components, each of which may have a QOS availability measurement. The combination of Quality of Service (QOS) measures into an SLO achievement value will depend on the nature and architecture of the service.
In <ref>Rick Sturm, Wayne Morris "Foundations of Service Level Management", April 2000, Pearson.</ref> the authors argue that SLOs must be:
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