The multi-level SLA is a combination of the two previous forms: customer-based and service-based agreements. This type of agreement is useful at the corporate level for all areas.
Multi-level SLAs prevent duplication or errors rich people database between multiple agreements; therefore, they can help both a company's customers and the various internal departments within it.
The purpose of this agreement is to describe what is expected of each party in cases where there is more than one service provider and one end user.
For example, when the marketing department works with sales, customer service , and IT, a multi-level SLA can be created to ensure everyone complies with delivery, information security, and data protection.
How to Establish an SLA?
Now, to establish a service level agreement, it is necessary to consider a series of aspects:
1. Identify Customer Needs
Whatever type of SLA you use, it's key to understand the type of problem your service will solve. This allows you to better define the offering you'll be presenting, as well as establish realistic expectations that provide transparency for the customer.