Abstract: A Service Level Agreement Management System provides a web-based system for managing Service Level Agreements (SLA's) with suppliers. Legal contracts, between a customer and a supplier to provide services, usually contain SLA's that define acceptable performance in the delivery of the services. With respect to SLA's, the SLA management system is used by suppliers to record SLA encounters, used by customers to measure supplier performance, and used by both parties to facilitate resolution to SLA disputes. The SLA management system is able to compare SLA performance across different contracts, projects, and different suppliers.