A customer-based SLA is a service level agreement that defines the services used by a single customer. It sets out the services that are specific to them and are not automatically shared by other customers. The SLA covers all of the services that are provided to the customer under a single contract.

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

It’s important for the SLA to be created as a mutual agreement. The service provider needs to only agree to terms that they are able to deliver while meeting the needs of the customer. The aim of creating the SLA should be an agreement that both parties are satisfied with and that the supplier is able to fulfil.

More info: Managed DDoS Service