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25 Examples of a Service Level Objective

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A service level objective is a criteria that is used to evaluate the performance of a business or technology service. In many cases, service level objectives are specified in a contract such as a master service agreement. Contracts may include penalties such as refunds for failure to meet a minimum service level. The following are common examples of service level objectives.

Availability Rate

The percentage of the time that a service is up. It is common for cloud based software services to offer 99.99% availability.

Average Speed To Answer

How long it takes a customer to get someone on the phone.

Call Abandonment Rate

The number of customers who hang up prematurely after calling customer support.

Complaint Count

The total number of customer complaints about a service for a period of time. Often categorized by ranking or severity.

Completion Time

The average or total time to complete a particularly activity related to the service such as maintenance.

Conversion Rate

The number of customers that actually buy something. Can be used to measure the quality of customer referrals, leads or web traffic.

Customer Satisfaction Rate

How satisfied customers are with the service, often measured with a survey.

Defects Rate

How often the service fails to meet a quality test such as a call quality test for voice communications.

Delivery Time

The average or total time to physically deliver something. Applies to the service level for a delivery service.

Failure Rate

Expressed as a failure count for a unit of time.

First Call Resolution

Percentage of customer inquiries that are resolved within the first call.

Incident Count

The total number of logged incidents for a period of time often categorized by severity.

Inventory Shrinkage

A supply chain metric that measures the percentage of items that go missing.

Mean Time Between Failures

The time that a service is available between failures.

Mean Time To Repair

Measures the time to fix failures.

Network Capacity

The capacity of a network such as average bandwidth.

Occupancy Rate

The fill rate for a property used to evaluate hotel or property management services.

Problem Resolution Time

The average or total time to resolve problems.

Provisioning Time

The time to deliver an order. Originated as a telecom industry term.

Quality Scores

The average score achieved according to a set of quality evaluation criteria.

Scalability Metrics

The scalability of a service such as the availability of new instances on a cloud computing platform.

Security Incident Count

The total number of security incidents for a service often categorized by severity.

Turnaround Time

The time to complete a task or average time to complete a reoccurring task.

Uptime

The total uptime for a service for a period of time.

Wait Time

The average time customers spent waiting after calling customer service.
Overview: Service Level
Type
Definition
A set of criteria that are used to evaluate the performance of a business or technology service.
Value
Service levels are used to provide a guarantee to customers of services. Such guarantees are often an important part of a sales value proposition. In some cases, a superior service level is considered a competitive advantage.
Service levels may also be used internally by businesses as measurements that are used to improve processes, practices and procedures.
Related Concepts

Service Management

This is the complete list of articles we have written about service management.
Configuration Item
Devops
Help Desk
Incident Management
Incident Process
IT Capabilities
IT Gaps
IT Services
MTTR
OLA
Patch Management
Problem Management
Root Cause Analysis
Service Level
Support Levels
Uptime
More ...
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