Thanks to Google, here are some interesting links regarding internal service level agreements:
http://www.bhconsulting.ie/Developing%20an%20Internal%20SLA.pdf
http://en.wikipedia.org/wiki/Service-level_agreement
http://pic.dhe.ibm.com/infocenter/tivihelp/v49r1/index.jsp?topic=%2Fcom.ibm.mbs.doc%2Fsla%2Fc_types_slas.html
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