What is a Customer Service Level Agreement, internal SLA and multilevel SLA? Overview of Customer Service Level Agreements (SLA)

Overview of the Customer Service Level Agreements. 

Overview of Customer Service Level Agreements (SLA)  A Customer Service Level Agreement (SLA) is a contract between a service provider and a customer that specifies the minimum acceptable service level that must be provided. This agreement typically specifies what services will be offered, their expected delivery time, anticipated uptime and any other guarantees regarding the quality of service. Internal Service Level Agreements are contracts between departments and teams in a company. This agreement can be used when service is exchanged between departments to guarantee a agreed-upon level of performance or service. Hierarchical SLAs also called multilevel SLAs are able to provide different service levels depending on the customer’s tiers and levels. This is used for customers with different service requirements, such as. platinum, gold, etc.) By setting up different service levels for each tier, providers can make sure that customers with high-value clients get the best service (e.g. The highest level of uptime and fastest response times. (Adegoke, 2015; Jain, 2021). Cont…

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