One of the three fundamental pillars of an advanced Shared Service Center (SSC) model is the service level. The definition of the Service Level Agreements (SLAs) establishes how the Costumer will be assisted during the processes that fit within the scope of the SSC.

In terms of the definition of the SLAs, a crucial issue is their scope with relation to the stages completed by the SSC and the stages completed by its Costumers. Should the SLAs consider only the stages completed by the SSC itself or should they consider all stages?

Within this context, there are two options for calculating the service level agreements (presented in the figure below). The option of the SSC acting as a Service Provider, thereby (being) responsible for the goals related exclusively to the process stages it completes. The other option is to work as a Service Partner, becoming responsible for the goals that involve the entire process, even the stages that are not related to the completion of the SSC tasks.