[e2e] Service level agreements

[Roop Mukherjee]

Anyone know where one can find a desription of a basic service level
agreements? My search yeilded a lot about how one can implement them
using various mechanisms or how to provision for it. But most of the
authors had assumed something to be a service agreement (like loss rate <
0.5% for service class 1) without mentioning where they got that from or
how realistic it is.

I am looking for something that talks about what does a real service level
agreement look like,  how are clauses put in, etc.  Anything resembing a
seminal work that can be cited would be great.

Cheers,
-- Roop Mukherjee
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