Future Internet PPP Use Case Project

Future Internet PPP

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Service Level Agreements at different Levels

Service level agreements can be defined to cover different types and levels of services to customers. Some common examples of differently focused service level agreements are:

Customer-Based SLA: An agreement with an individual customer group covering all the services they use. For example, an SLA between a supplier (warehousing service provider) and the merchandising department of a large retailing company for services such as fill rates, delivery timing, invoice accuracy, inventory accuracy, etc.;

Service-Based SLA: An agreement for all customers using the services being delivered by the service provider;

Multilevel SLA: The SLA is split into the different levels, each addressing a different set of customers for the same services, in the same SLA;

Corporate Level SLA: Covering all the generic service level management (often abbreviated as SLM) issues appropriate to every customer throughout an organization;

Customer Level SLA: Covering all SLM issues relevant to a particular customer group, regardless of the services being used;

Service Level SLA: Covering all SLM issue relevant to specific services in relation to a specific customer group.


See Service Level Agreement

Last change: 2011-11-10

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