Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customerService Level Agreements (SLAs) more and more prove their added value not only as inhousesolutions for the IT sector, but also as instruments to manage contracts throughoutdistributed systems and service ecosystems. As of today, this technology has not yet foundmajor uptake in the business world, despite the concepts behind, which are promising highvalue for this area. Service providers can make use of SLA technology to advertise andoffer their services' capabilities while consumers are able to formalise their service levelobjectives through SLAs. It is in the interests of both parties to create and operate SLAswith a minimum of human interaction on the one hand, but to negotiate and agree uponlegally binding electronic contracts on the other hand. Balancing these objectives is a nontrivialtask and our work represents a contribution towards a more automated, businessorientedintegration of Service Level Agreements into state-of-the-art distributed systems.With that approach we show that SLAs can be a powerful tool enhancing businesscapabilities of service providers and customers with at the same time decreasing cost andeffort.