Page 194 - ITIL® Foundation 3.15

SLA Frameworks
SLA Frameworks / Formats are simply the implementation of standards and templates across all of the SLAs that an organization signs. They ensure that there is consistency in how SLAs are written, agreed to, and delivered.
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Service-based: Covers one service and all customers who use that service. Think of going to a cell-phone store to sign a cell-phone contract. As long as you stay with a single carrier, it doesn’t matter in which city you sign the contract, the options will be 600 minutes, 1200 minutes, 2000 minutes, 3000 minutes, or 6000 minutes. Your choices are pre-set and you must choose only one of those choices. For this carrier, they are the same in every one of their stores.
Customer-based: Covers one customer and all of the services that customer uses. This would be the equivalent of custom negotiated for each customer. If the cell-carriers used customer-based contracts, you could purchase 3221 minutes per month, but AT&T (or any other carrier) would have to re-negotiate every contract with every customer once every
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