Here are some common types of service level agreements (SLAs).
Customer-level SLA
A customer-based SLA is an agreement that covers all of the services used by a customer. A customer service level agreement covers specific details of services, provisions of service availability, an outline of responsibilities, escalation procedures, and terms for cancellation.
Service-level SLA
A service-level SLA is a contract that details an identical service offered to multiple customers. For example, if a service provider had multiple clients using its virtual help desk, the same service-based SLA would be issued to all clients.
Multi-level SLA
This type of agreement is split into multiple levels that integrate several conditions into the same system. This approach is suitable for providers that have many customers using their product at different price ranges or service levels. These differing service levels can be built into a multi-level SLA.