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ITIL focuses on three types of options for structuring SLA: Service-based, Customer-based, and Multi-level or Hierarchical SLAs.
A vendor service level agreement (SLA) outlines the level of service a client can expect from a vendor. The SLA includes penalties or remedies in case the agreed-upon services arent met, as well as metrics by which the service is measured.
In logistics, a service level agreement is a contract between a business and a logistics partner that outlines the services to be provided and the performance level expected in measurable terms. SLAs cover quantifiable metrics of success that can be tracked by all parties involved in the agreement.
A service level agreement (SLA) is the tier of shipping that categorizes the estimated or promised shipping time of an order (e.g., Standard, 2-Day, Overnight).
There are three basic types of SLAs: customer, internal and multilevel service-level agreements.
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Corporate Level: It is a comprehensive description of the agreement, covering generic SLM issues, suitable for everyone in the organization. Customer Level: Cover SLM issues relevant to a particular group of customers. Service Level: Covers SLM issues for a particular service relevant for a particular customer group.
SLAs are a foundational agreement between your IT team and customers that are important in building trust. They manage customer expectations and allow your team to know which issues you are responsible for resolving. With SLAs in place, there is mutual understanding of service expectations.
Customer-based SLA: It details the services provided, the level of service, and the terms of the relationship. For example, in the relationship between an on-demand video service and a subscriber, a single contract covers the services available, duration of the services provided, and promised uptime.

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