Recover Signature Block Service-Level Agreement Template For Free

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.

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).

Types of SLA Corporate, Customer, and Service levels are the three types of SLAs offered.

Your SLA will need to define and outline the service clearly. Be sure to cover these points: List of stakeholders and points of contact, along with their roles. Service scope, including specific services provided, as well as services excluded.

For example, a company can draw up an internal service-level agreement between its sales department and its marketing team. This SLA might specify that marketing needs to provide a certain number of leads to sales per month to reach its quota.

In the context of business continuity, a service level agreement (SLA) defines the maximum amount of time a business process will remain unavailable in the event of a disruption. It also defines actions and KPIs the teams involved in the recovery effort will have to take and achieve.

If you're a service provider, you need to create and sign an SLA with your customer before rendering services. Service-level contracts set clear and measurable guidelines for both you and the customer. If for some reason service levels or quality don't meet these expectations, the SLA provides recourse.

Also referred to as service level agreements (SLAs), they help you define exactly what is required from an individual or company you're working, when by, and for how much. Failing to keep to a service agreement could mean one party is in breach of contract, and legal action could be taken.