Service Agreement for a IT Solution Provider

Hi All,

We are implementing SAP CRM for IT service provider company and we need to map the below scenario.

Please let me know the best possible option to implement the same in SAP CRM.

Our client will be signing a initial contract with their customer which should have terms & conditons like 

     Service moniorted at 99.8 perecent efficiency i.e. their site should be able to process 2000 orders per minute

     Esclation if services are not resolved

     SLA based penaalalties

Please let me know how these can be mapped in SAP CRM 7.0.

Thanks,
Naresh