What are the 3 types of SLA?

The three main types of Service Level Agreements (SLAs) are:

• Customer-based SLA: This agreement is between a service provider and an individual external or internal customer. It covers all services required by that specific customer and details the expected service levels, responsibilities, escalation procedures, and penalties. For example, a company may negotiate specific IT service terms for its accounts payable system with the provider.
• Service-based SLA: This SLA defines the service level for a particular service offered uniformly to all customers. It sets standard service expectations that apply to everyone using that service. For instance, an IT helpdesk SLA that applies the same ticket resolution standards to all customers.
• Multi-level SLA: This type divides the SLA into multiple levels to address different customer groups, services, or organizational units. It allows customization by layering agreements such as corporate-level (covering the whole organization), customer-level (specific groups or departments), and service-level agreements. This structure supports varying service levels and pricing tiers for different customers or departments.

These three types provide flexibility in managing service expectations either for individual customers, specific services, or across multiple levels within an organization or customer base.