Document background
The Multi Level Service Agreement (MLSA) is designed for situations where services need to be delivered at different tiers or levels, each with its own specific performance standards, pricing, and support mechanisms. This document type is particularly relevant in the Indian business context, where it must comply with the Indian Contract Act, 1872, and related legislation. It is commonly used in technology services, outsourcing arrangements, and managed services where clients require different levels of service based on their business criticality, budget, or operational requirements. The MLSA includes detailed specifications for each service tier, measurement methodologies, reporting requirements, escalation procedures, and remedies for service level breaches. This type of agreement is essential when organizations need to formalize complex service relationships with varying quality of service commitments and corresponding price points.
