A multi-level or hierarchical service level agreement involves parts of the SLA being defined in accordance with the customer’s organization. The SLA is usually split into three levels, the corporate level, customer level, and service level, which are all covered in the same SLA.

• Corporate level – at the corporate level the SLA doesn’t require regular updates and applies to all customers in the organization
• Customer level – discussing all of the service issues that relate to a specific set of customers
• Service level – includes everything related to a particular service regarding a specific customer group

A service-based SLA is designed to cover a single service for all customers. The service level of the agreement remains the same for a particular service, regardless of who the agreement is with. So if several different clients or departments within a business are all using the service, the service-based SLA will be valid for all of them.

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