Level Service Agreements

As an essential part of any business, level service agreements (LSA) are contracts that define the expected level of service between a service provider and its customers. These agreements outline the scope of work, the timeline, and the quality of service that a service provider should provide.

LSAs are commonly used in IT and telecommunications industries. They are also used in outsourcing, managed services, and other professional services. The main purpose of an LSA is to establish clear expectations and responsibilities between the service provider and the customer.

Why are LSAs important?

LSAs are important for both service providers and customers. By defining specific service levels, LSAs enable service providers to manage their resources effectively. Customers can also benefit from LSAs as they can hold service providers accountable for delivering the agreed-upon level of service.

LSAs also help to build trust between service providers and customers. By clearly defining the terms of service, customers can be confident that they are receiving the services they paid for. The service provider, on the other hand, can be assured that they are meeting customer expectations.

What should be included in an LSA?

An LSA should include the following components:

1. Scope of Work – This describes the specific work that the service provider will perform.

2. Service Levels – This includes the expected time frame for service delivery, response time, and availability.

3. Performance Metrics – This includes the metrics that will be used to measure the performance of the service provider.

4. Penalties and Remedies – This describes the penalties or remedies if the service provider fails to meet the service level objectives.

5. Governance – This outlines the process for managing the LSA, including dispute resolution and escalation procedures.


In summary, level service agreements play a critical role in defining the expectations and responsibilities between a service provider and its customers. LSAs help to build trust between both parties and ensure that each is delivering on their respective obligations. Service providers and customers should take the time to carefully craft LSAs that are clear and concise and, most importantly, serve the interests of both parties.