Understand Your Needs: Clearly define what you need from your ESP in terms of uptime, deliverability, and support. Set Realistic Expectations: Ensure that the service levels you are asking for are achievable and reasonable. Include Flexibility: Allow for some flexibility in the SLA to accommodate unforeseen circumstances, like major system upgrades or natural disasters. Get Legal Advice: Have your legal team review the SLA to ensure that it is fair and enforceable.