Types of service level agreements

When you create a service level agreement, you must assign a type. The type enables you to sort or search for service level agreements by type.

The following list describes the three predefined types for service level agreements:

• A customer service level agreement is an agreement between you and an external customer. For example, a facilities manger provides maintenance services for various customers.
• An internal service level agreement is an agreement between you and an internal customer (such as another organization, site, or department). For example, you are the facilities manager and provide maintenance services for the departments in your company.
• A vendor service level agreement is an agreement between you and the vendor. For example, you hired a vendor to support notebook services. If you have a contract with another vendor that supports your commitments to a customer, you can associate the contract to a vendor service level agreement.

The three types of service level agreements can support each other. For example, you have an internal service level agreement to provide hardware services to support internal departments. You also have a vendor service level agreement for notebook support.