means a malfunction of the services that can be reproduced, that is not an error and whose main cause is found in the hosting service, network, hardware or software components of third parties; A service level agreement (SLA) defines the level of service a customer expects from a provider and defines the metrics against which that service is measured and the corrective actions or penalties if the agreed service levels are not met. Normally, there are SLAs between companies and external suppliers, but they can also be between two divisions within the same company. Ajenta Vscene users benefit from the proactive support of the Vscene Service Desk, provided by a team of support engineers, software developers and project managers working from a UK-based support desk. Ajenta`s support team has qualifications in a wide range of hardware and software disciplines. Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. In the absence of strong historical measurement data, you should be prepared to review and change the parameters later by a predefined process defined in the SLA. . .