In addition, in addition to setting performance metrics, an SLA can also consist of an eventuality to resolve downtime and adequate documentation to compensate customers in the event of a breach. In general, service credits are a common solution. In this regard, the service provider offers the customer credits on a calculation already established in the SLA. A service provider may offer credits based on the date on which it exceeded the AA performance guarantee. On the other hand, the SLA may contain withdrawals and rewards corresponding to the scale and nature of the outdated service when a service provider exceeds the terms of the SLA and goes beyond the agreement, resulting in a substantial benefit for its customers. The survey results show that more than a third of supplier-customer relationships do not have formal performance measurement agreements. About 22% of respondents were uns sure they had POCs or ASAs. If no one is aware of PCCs, a strong argument could be made that they should not be used effectively. .