Service-level Agreement - Service Level Agreements at Different Levels

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:

    For those parents from lower-class and minority communities ... [who] have had minimal experience in negotiating dominant, external institutions or have had negative and hostile contact with social service agencies, their initial approaches to the school are often overwhelming and difficult. Not only does the school feel like an alien environment with incomprehensible norms and structures, but the families often do not feel entitled to make demands or force disagreements.
    Sara Lawrence Lightfoot (20th century)

    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)

    Were it not for the corruption and viciousness of degenerate men, there would be no ... necessity that men should separate from this great and natural community, and by positive agreements combine into smaller and divided associations.
    John Locke (1632–1704)

    Almsgiving tends to perpetuate poverty; aid does away with it once and for all. Almsgiving leaves a man just where he was before. Aid restores him to society as an individual worthy of all respect and not as a man with a grievance. Almsgiving is the generosity of the rich; social aid levels up social inequalities. Charity separates the rich from the poor; aid raises the needy and sets him on the same level with the rich.
    Eva Perón (1919–1952)