<Ul> <Li> 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 . </Li> <Li> Service - based SLA : An agreement for all customers using the services being delivered by the service provider . For example : <Ul> <Li> A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of an offer with the universal charging . </Li> <Li> 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 ) . </Li> </Ul> </Li> <Li> Multilevel SLA : The SLA is split into the different levels , each addressing different set of customers for the same services , in the same SLA . <Ul> <Li> 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 . </Li> <Li> Customer - level SLA : covering all SLM issues relevant to the particular customer group , regardless of the services being used . </Li> <Li> Service - level SLA : covering all SLM issue relevant to the specific services , in relation to this specific customer group . </Li> </Ul> </Li> </Ul>
<Ul> <Li> 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 . </Li> <Li> Service - based SLA : An agreement for all customers using the services being delivered by the service provider . For example : <Ul> <Li> A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of an offer with the universal charging . </Li> <Li> 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 ) . </Li> </Ul> </Li> <Li> Multilevel SLA : The SLA is split into the different levels , each addressing different set of customers for the same services , in the same SLA . <Ul> <Li> 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 . </Li> <Li> Customer - level SLA : covering all SLM issues relevant to the particular customer group , regardless of the services being used . </Li> <Li> Service - level SLA : covering all SLM issue relevant to the specific services , in relation to this specific customer group . </Li> </Ul> </Li> </Ul>
three levels of a multi level service level agreement ( sla )
three levels of a multi level service level agreement ( sla )
Corporate - level SLA Customer - level SLA Service - level SLA
Corporate - level SLA Customer - level SLA Service - level SLA