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A customer service level agreement is an agreement between you and an external customer. For example, a facilities manger provides maintenance services for various customers. An internal service level agreement is an agreement between you and an internal customer (such as another organization, site, or department).
There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers. It is sometimes called an external service agreement.
Types of contractsFixed-price contract.Cost-reimbursement contract.Cost-plus contract.Time and materials contract.Unit price contract.Bilateral contract.Unilateral contract.Implied contract.More items...?
How to write an SLAEvaluate your current service levels.Identify your objectives.Choose a contract format.Determine the level of service.Articulate the terms of the agreement.Clarify performance expectations.Outline payment expectations.Include appendices if necessary.More items...?
The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.