Document background
The Multi Level Service Agreement (MLSA) is designed for complex service arrangements in Pakistan where services are delivered through multiple tiers or levels of service providers. This document type is particularly relevant when organizations need to establish clear hierarchical service delivery structures with multiple intermediaries between the primary service provider and end clients. The agreement encompasses detailed service specifications, performance metrics, and governance frameworks for each service level, while ensuring compliance with Pakistani contract law, including the Contract Act 1872 and relevant electronic transaction regulations. It is commonly used in technology services, telecommunications, and professional services sectors where service delivery involves multiple parties with distinct roles and responsibilities. The MLSA provides a comprehensive framework for managing service quality, performance monitoring, risk allocation, and dispute resolution across all service delivery tiers.
