Provided are a method for managing a customer-oriented service level agreement metrics and profile quality, and a service level agreement system thereof. The system includes an interworking device, a customer-oriented SLA metrics managing device, an SLA quality managing device, and a providing device. The interworking device collects quality information, which includes information on SLA agreement metrics of a customer, profile quality, fault quality, and network performance quality, and subscriber information for each customer, and the customer-oriented SLA metrics managing device generates the customer-oriented profile quality monitoring information corresponding to a customer based on the received SLA metrics and metrics value for each customer to manage quality.