Service Level Agreements At Different Levels
SLAs are also defined at different levels:
- Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing system, procurement/purchase system, etc.
- Service-based SLA: An agreement for all customers using the services being delivered by the service provider. For example:
- A car service station offers a routine service to all the customers and offers certain maintenance as a part of offer with the universal charging.
- A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of offer with the universal charging
- An email system for the entire organization. There are chances of difficulties arising in this type of SLA as level of the services being offered may vary for different customers (for example, head office staff may use high-speed LAN connections while local offices may have to use a lower speed leased line).
- Multilevel SLA: The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA.
- Corporate-level SLA: Covering all the generic service level management (often abbreviated as SLM) issues appropriate to every customer throughout the organization. These issues are likely to be less volatile and so updates (SLA reviews) are less frequently required.
- Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used.
- Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.
Read more about this topic: Service-level Agreement
Famous quotes containing the words service, level, agreements and/or levels:
“The master class seldom lose a chance to insult a woman who has the ability for something besides service to his lordship.”
—Caroline Nichols Churchill (1833–?)
“Insurrection:... insurrection as soon as circumstances allow: insurrection, strenuous, ubiquitous: the insurrection of the masses: the holy war of the oppressed: the republic to make republicans: the people in action to initiate progress. Let the insurrection announce with its awful voice the decrees of God: let it clear and level the ground on which its own immortal structure shall be raised. Let it, like the Nile, flood all the country that it is destined to make fertile.”
—Giuseppe Mazzini (1805–1872)
“The Federal Constitution has stood the test of more than a hundred years in supplying the powers that have been needed to make the Central Government as strong as it ought to be, and with this movement toward uniform legislation and agreements between the States I do not see why the Constitution may not serve our people always.”
—William Howard Taft (1857–1930)
“The word which gives the key to the national vice is waste. And people who are wasteful are not wise, neither can they remain young and vigorous. In order to transmute energy to higher and more subtle levels one must first conserve it.”
—Henry Miller (1891–1980)