Service Level Agreements (SLA)

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Service Level Agreements (SLA).

2. P2

   Executes standard Service Level Agreements (SLA) activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Service Level Agreements (SLA) cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Service Level Agreements (SLA), integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Service Level Agreements (SLA) and develops other experts.

Roles that ask for it

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