Here is an example of a multi-step SLA in an internal situation: conclusion? Not all leads may be able to send immediately to distribution. They often have to meet a minimum of quality, for example. B obtaining a certain level of activity which can only take place after the interview through marketing. The production obtained by the customer through the service provided is at the heart of the service level agreement. Depending on the service, the types of metrics to be monitored may include: the main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. .