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Taken from one perspective, SLA's are very powerful. The process of establishing and aligning around goals and objectives between organizations and functions is very powerful and critical. Great SLA's establish clear goals and priorities, define roles and responsibilities, establish common metrics, establish project management approaches, problem management approaches, and rewards. The process of developing SLA's is great to align the different parties involved in the SLA and to make sure there are no misunderstandings, expectations are clearly set and understood.