While an OLA document always states what the service provider is providing to the customer or customer, it focuses more on what all internal teams need to do to maintain the SLA. •Service Level Plans: A service level plan is a set of services offered to a customer. A service level package is a defined level of utility and warranty for a particular service package, which means that you can offer different levels of service to your customers. You create a list of service offerings and group them into service-level packages that contain different service levels. .