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A service level agreement, or SLA, is a common term for formal service commitments that are made to customers by service providers. The following are illustrative examples of commitments that are commonly included in service level agreements.
UptimeTechnology services typically include an uptime commitment such as 99.99%, known as four nines. Uptime is also commonly known as availability.Call MetricsCall center services typically include an array of call metrics such as average queue time and call abandonment rate.
Customer SatisfactionCustomer services such as a help desk are commonly measured with customer satisfaction rate.Turn Around TimeThe time required to complete an activity. Measured as an average, mean or maximum. For example, an SLA for a delivery service may commit to an average delivery time of 2 days and refunds if deliveries are later than 4 days.
QualityMeasurements of service quality may be automated or obtained by quantification. For example, a communications platform may offer a call quality objective in its SLA that can be measured by asking people to rate the quality of calls.Mean Time to RecoveryThe mean time to recover from incidents.
Mean Time Between Failures The mean time between incidents. Usually only measured for major incidents.Backlog Metrics related to unfinished work such as service request backlog. Often measured as the average age of the backlog. For example, a help desk may guarantee that its request backlog will not exceed an average age of 2 days.Business ResultsService commitments directly related to business results such as revenue, sales conversions or customer churn. This is appropriate in cases such as business process outsourcing where a service is directly delivering business objectives.
Service Management
This is the complete list of articles we have written about service management.
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A list of common service level objectives.
A list of IT service management terms.
The difference between a SLA and a OLA.
The difference between incidents and problems explained.
A list of common high availability techniques.
The common functions of application management.
An overview of capacity management.
A definition of DevOps with an outline of its components.
The definition of IT services with examples.
An overview of patch management with examples.
An overview of process improvement with examples.
A list of widely accepted customer service principles.
The common types of experience quality.
A definition of customer facing with examples.
A definition of customer friendly with examples.
The common types of product knowledge.
The definition of ticket management with examples.
A definition of customer focus with examples.
The common ways to improve customer service.
Detailed examples of customer service improvement plans.
The definition of customer dissatisfaction with examples.
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