Dealing with users or user access would not be an appropriate item for inclusion in an SLA specifically.
However, user access and user experience would be covered indirectly through other metrics. Memory, CPU, and network resources are all typically included within an SLA for availability and response times when dealing with any incidents.

Explanation/Reference:
Explanation:
Reproducibility is the measure of how easy it is to reproduce and successful use an exploit. Scoring within the DREAD model ranges from 0, signifying a nearly impossibly exploit, up to 10, which signifies something that anyone from a simple function call could exploit, such as a URL.

Explanation/Reference:
Explanation
Incident management is focused on limiting the impact of disruptions to an organization's services or operations, as well as returning their state to full operational status as soon as possible. Problem management is focused on identifying and mitigating known problems and deficiencies before they occur.
Deployment management is a subcomponent of change management and is where the actual code or configuration change is put into place. Change management involves the processes and procedures that allow an organization to make changes to its IT systems and services in a controlled manner.