What is SLA | Type of SLA Based Services

What is SLA?

SLA Based ServiceService Level Agreement- An agreement between an IT Service Provider & a Customer. It is basically a contract that is presented to the customer before any other service is provided or commenced. It states the expected standard of service and outcome that is expected from the Service Provider and if the Service Provider is unable to meet those expectations, there is a formal way to take it further. This is a crucial agreement since it also lets the Service Provider be transparent about what their capabilities.


There are 3 types of service level agreements that can be documented.

Types of SLA Based Services:

  1. Service Based SLA: – Covers one service for all Customers.
  2. Customer Based SLA: – An agreement with one Customer, covering all the service used by this Customer.
  3. Multi-Level SLA: – Multi- Level SLA focuses on the organization of Customer.
  • a) Corporate level: This will cover all the generic Service Level Management issues suitable to every customer throughout the organization.
  • b) Customer level: Cover all SLM issues relevant to the individual customer group or business unit, regardless of the service being used.
  • c) Service: Covers all SLM issues relevant to the specific service, in relation to a specific customer group.

Top 5 Metrics for Measuring SLA (Service Level Agreement)

  1. Time to First Response:

    Firstly, the time that it takes to respond to a request for a service. It’s important to know how long it’s going to take for the service to be delivered when it’s requested.

  2. Time to Resolution:

    How long it will take for a problem to be solved or a service to be provided once it has been flagged up.

  3. Time Waiting for Support:

    If anything needs to be escalated to a third party, how long will the customer have to wait? Sometimes, a problem needs a third party to help with the support. When this happens, customers want reassurance that they won’t be made to wait too long.

  4. Uptime Guarantee:
    What reassurance does the customer get about how much uptime they can expect? Reliability is essential, so it’s important to know how much downtime could be expected.

  5. Security and Transparency:

    Security is vital to protect customer data, and being transparent about how security is achieved is one of the most important things for any service provider.

    Top 5 Metrics for measuring SLA

We, at DeltaDynamix, understand the need of a fully functioning and highest standard IT necessities and aim to provide you the best service within impeccable time. Just within 15 minutes of registration, we will have our executives listen to your request or complain. If the issue cannot be resolved by our L1 or L2 technicians, we will dispatch a group of L3 or L4 technicians that will be on site within 3 hours.