Specifying clear measurable performance metrics and thresholds is correct. This element gives both the provider and the customer objective criteria to determine whether commitments were met and when to take defined actions.

Measurable metrics and thresholds establish what will be monitored and how success or failure will be judged. They make targets unambiguous so monitoring, reporting, and automated alerts can be implemented and so remedies or corrective actions are triggered consistently.

Using vague language for performance expectations to shield the provider is incorrect because vague wording prevents objective measurement and creates disputes over whether the service met expectations. Vague language defeats the very purpose of an SLA which is to make performance verifiable.

Leaving out specified remedies or financial penalties for missed commitments is incorrect because omitting remedies removes agreed consequences and reduces accountability. Remedies and penalties do not replace measurable metrics but they should complement clear metrics so there is a known response when thresholds are breached.

Neglecting to document escalation paths and communication procedures is incorrect because failing to define escalation and communication hinders timely resolution and coordination. Those items are important operational details but they do not substitute for the objective performance metrics that let both parties determine compliance.

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