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:
Budgetary and cost controls is not one of the domains outlined in the CCM.

Explanation
Confidential recipes unique to the organization are trade secrets. The other answers listed are answers to other questions.

According to the MSP Alliance, typically MSPs have the following distinguishing characteristics:
- Have some form of NOC service
- Have some form of help desk service
- Can remotely monitor and manage all or a majority of the objects for the customer
- Can proactively maintain the objects under management for the customer
- Can deliver these solutions with some form of predictable billing model, where the customer knows with great accuracy what her regular IT management expense will be