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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.

Common elements of an SLA include a definition of the service, an explanation of the level at which that service will be provided, specific metrics for evaluating that service and possible penalties for any lapse in the agreement on the part of the service provider or recipient.

To write an SLA, you should: Define the scope of service. ... Specify the responsibilities of both parties. ... Set performance metrics. ... Define the reporting requirements. ... Establish the escalation process. ... Specify penalties and incentives. ... Put it all together.

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

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.

A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. The agreement varies between vendors, services, and industries.

A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved.

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.

Steps in Developing An SLA Define the service you want to outsource. Determine what you can measure. Describe your business need and metrics. Obtain your baselines/set service targets. Decide on how you will monitor and review performance. Determine your reporting procedures. Identify the project's business owner/manager.