Journal of Information Security Research Olivia Fachrunnisa 7 1 2016 http://www.dline.info/jisr/fulltext/v7n1/jisrv7n1_2.pdf Virtual environments are increasingly being used as a medium for conducting business activities. Compared with the physical environments, they offer a faster medium for carrying out activities, especially so when geographical distances are great. The key factor impeding the adoption of e-business is trust. This is because trusting agent and trusted agent might never meet each other in face-to-face or at best this is limited. However, building trust is difficult and requires significant effort. Once trust has been well established, it needs to be maintained. In order to maintain trust, the trusting agent and trusted agent need a Service Level Agreement (SLA) as a guideline to carry out the interaction and to monitor performance progress during trust maintenance. In this paper, we propose a framework by which both parties can reach an SLA based on their requirements. The framework includes service formalization and service negotiation. Service formalization is a way to gather information about the other party’s requirements. Service negotiation is a process by which an agreement can be reached if there are any conflicting requirements. A case study is presented to illustrate the operability of the framework.