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
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—Mason Cooley (b. 1927)
“For him nor deep nor hill there is,
But all’s one level plain he hunts for flowers.”
—Unknown. The Thousand and One Nights.
AWP. Anthology of World Poetry, An. Mark Van Doren, ed. (Rev. and enl. Ed., 1936)
“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)
“When I turned into a parent, I experienced a real and total personality change that slowly shifted back to the “normal” me, yet has not completely vanished. I believe the two levels are now superimposed, with an additional sprinkling of mortality intimations.”
—Sonia Taitz (20th century)