The service will be available 99.95% of the time.
The service will respond to requests within 1 second.
Screens will load within 3 seconds.
Data will be backed up daily.
Data will be restored within 1 hour of an authorized restore request.
Maintenance downtime will be restricted to Sunday mornings from 02:00 to 04:00.
The service will be scaled up to 100 machines upon demand.
Help Desk Availability
Help desk will be available by phone, email and chat on a 24/7 basis.
First Contact Resolution
80% of help desk requests will be resolved within the first interaction with the user.
Incident Response Time
A response to incidents will be initiated within 15 minutes of notification.
Level one incidents will be resolved within 3 hours.
An incident report will be shared with customer within 24 hours.
The service will handle loads of up to 1000 transactions a second.
North American network latency will not exceed 10 milliseconds.
The defect rate will be less than 1 percent.
The user satisfaction rate with help desk will be 80% or higher.
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 FailuresThe mean time between incidents. Usually only measured for major incidents.
BacklogMetrics 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.
|Overview: Service Level Agreement|
A set of formal commitments made to a customer by a service provider.
Also Known As