This assignment evaluates the performance of a service level agreement (SLA) based on a survey conducted with 50 users. The survey assessed various aspects of SLA fulfillment, including response times for Priority 1 calls, solution delivery timeframes, quality of service provided by the Help Desk, and user account update processing efficiency. The results, presented in matrices, highlight both positive and negative feedback regarding SLA performance. The analysis concludes that while some aspects meet expectations, there are areas requiring improvement to ensure efficient service delivery and client satisfaction.