What are the types of service level agreements?
服務水準協議有哪些類型？
Here are some common types of service level agreements (SLAs).
Customer-level SLA
A customer-based SLA is an agreement that covers all of the services used by a customer. A customer service level agreement covers specific details of services, provisions of service availability, an outline of responsibilities, escalation procedures, and terms for cancellation.
Service-level SLA
A service-level SLA is a contract that details an identical service offered to multiple customers. For example, if a service provider had multiple clients using its virtual help desk, the same service-based SLA would be issued to all clients.
Multi-level SLA
This type of agreement is split into multiple levels that integrate several conditions into the same system. This approach is suitable for providers that have many customers using their product at different price ranges or service levels. These differing service levels can be built into a multi-level SLA.
以下是一些常見類型的服務水準協議 (SLA)。
客戶層級 SLA
基於客戶的 SLA 是涵蓋客戶使用的所有服務的協議。客戶服務水準協議涵蓋服務的具體詳細資訊、服務可用性的規定、責任的大綱、上報程序和取消條款。
服務層級 SLA
服務層級 SLA 是詳細說明提供給多個客戶的相同服務的合約。例如，如果服務供應商有多個客戶使用其虛擬服務台，則將向所有客戶發佈基於服務的相同 SLA。
多層級 SLA
這種類型的協議分為多個層級，將多個條件整合到同一系統中。這種方法適用於許多客戶以不同價格範圍或服務水準使用其產品的供應商。這些不同的服務層級可以內建到多層級 SLA 中。