This chapter explained how to establish VoIP SLAs. The first step in this process is to determine what metrics to measure in a VoIP SLA. There are several key metrics that are unique to VoIP. The next step is to implement the SLA. Implementation involves defining responsibilities, identifying service levels, negotiating the agreement, deploying tools, and managing SLA compliance. Once you have SLAs in place for VoIP, there is another very important topic to considerVoIP security. VoIP security is covered in the next chapter.