Document background
The Multi Level Service Agreement (MLSA) is designed for complex service arrangements under Irish law where multiple service providers operate in a hierarchical structure to deliver services to an end customer. This document type is particularly relevant when organizations need to establish clear service delivery frameworks involving primary contractors, subcontractors, and various service tiers. The agreement incorporates critical elements such as service level definitions, performance metrics, reporting requirements, and governance structures, while ensuring compliance with Irish and EU regulations, including GDPR and consumer protection laws. It is commonly used in IT outsourcing, managed services, and other scenarios where service delivery requires coordination between multiple providers with different roles and responsibilities. The MLSA helps organizations manage complex service relationships by clearly defining obligations, standards, and accountability at each service tier.
