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Is profit made when you buy or when you sell?

The definition of SLAs makes sense, however my question is how would one set up and manage a tight SLA for a contractor that does work at a third party's property (eg. a building contractor that must do work for the Insurer at the insured's house)? In this case the Insurer relies one feedback from the insured, so how does the insurer ensures that the insured understand the SLA that is in place?