About Service Level Agreement TypesAbout Service Level Agreement TypesWhen you create a service level agreement (SLA), you assign it a type, which enables you to sort or search for SLA records by type.
The following are the three predefined types for SLAs:
Customer: An SLA between you and an external customer.
Internal: An SLA between you and an internal customer (such as another organization, site, or department).
Vendor: An SLA between a vendor and you. If you have a contract with another vendor that supports your commitments to a customer, you can associate the contract to a Vendor SLA.
The three types of SLAs can also support one another. For example, an IT organization has an Internal SLA to provide hardware services to support departments internal to the company. The IT organization has an outside agreement for laptop support from a local supplier. The local supplier has committed to responding to calls from the IT group within four hours (a Vendor SLA). In turn, this has allowed the IT group to commit to responding to the internal departments within six hours (an Internal SLA).