2 Comments on “Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?”

1. Michael McNeil says:

   May 30, 2014 at 4:59 pm

   Multi-level SLAs
   Some organizations have chosen to adopt a multi-level
   SLA structure. For example, a three-layer structure as
   follows:
   ■ Corporate level: covering all the generic SLM issues
   appropriate to every customer throughout the
   organization. These issues are likely to be less volatile,
   so updates are less frequently required
   ■ Customer level: covering all SLM issues relevant to
   the particular customer group or business unit,
   regardless of the service being used
   ■ Service level: covering all SLM issues relevant to the
   specific service, in relation to a specific customer
   group (one for each service covered by the SLA).

2. Rudy Wilopo says:

   March 30, 2017 at 6:33 am

   Mind you to be careful, the ITIL book sated these 3 as “what a 3 layered structure MIGHT look like”. Thus the structure explained above is exemplary at best, not recommended.