Service-level Agreement (SLA) is a contract between a service provider and its internal or external customers that documents what services the provider will furnish, to calculate the SLA, HOPEX users (Portfolio Manager, Application Owner) will need to fill information on:

- Recovery point objective (RPO)

- Recovery time objective (RTO)

- Work Recovery Time (WRT)

- Maximum Tolerable Downtime (MTD)

Then a SLA value will be proposed by HOPEX, if the result is not in line with user expectation, he will be able to change the SLA value manually.