Types of Service Level Agreement

Find out about different types of SLA and when they would be used

A number of different types of Service Level Agreement can be used to suite your needs

As a Service Level Agreement can be used in many areas, there are several types of SLA that can be used for different purposes:

  • Customer SLA: This is an agreement with an individual customer. You may use these if you provide bespoke service levels to different customers that will be negotiated on a case by case basis. You may als use these to prioritise support for your most important or valuable customers.
  • Service SLA: This service agreement is for every customer making use of the services being provided.
  • Multi-level SLA: This is a combination of levels with the purpose of addressing multiple sets of customers. The customer contract may define which service level applies. You might use this if you have different tiers of customers who are paying for different types of service plans.
  • Corporate SLA: This covers all Service Level Management (SLM) issues and how gaps in service levels will be addressed.
  • Customer Level SLA: Covers all SLM issues that apply to a particular group of customers
  • Service Level SLA: This covers all SLM issues that apply to specific services.
  • Issue-based SLA: This type of agreement covers the timeliness and type of response that is required for particular types of support ticket or outage. More urgent issues will require a faster resolution with more support dedicated towards it.