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SERVICE LEVEL AGREEMENT

 

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ABOUT SERVICE LEVEL AGREEMENT.

A service level agreement is an agreement between the service provider and the customer. Service level agreement is output based specifically to define what the customer will receive. 

DIFFERENT TYPES OF SERVICE LEVEL AGREEMENT

  • Customer-Based Service Level Agreement covering all the services utilized by individual customer groups. 
    For example, an SLA between a Service Provider of HR services and the HR department of a company.
  • Service-Based Service Level Agreement between a large number of customers using a particular service and the service provider.
    For example, an SLA between a telecom service provider and all its customers using a particular service from the provider.
  • Multi-level Service Level Agreement is divided into levels for directed towards different sets of customers for the same services, in the same SLA:
  1. Corporate Level covering all the issues which are same for the entire organization.
  2. Customer level covering the entire issues specific to a customer. Service Level covering all the entire issues relating to a specific service.