Sla

SLA  An SLA is an agreement that records

the common understanding between the Customer and the Service Provider about  Services  Priorities  Responsibilities  Guarantees and  Enforcement mechanism

with the main purpose to agree on

SLA Includes  SLAs commonly include segments to

address: • • • • • • •

A definition of services Performance measurement Problem management Customer duties Warranties Disaster recovery Termination of agreement..

Different Facets of SLA Business Strategy

Core Business Objectives

Business Continuity Plans SLA

Key Performance

Reward Policy

Process Ownership

Performance Measurement  ABA (Abandonment Rate).  ASA (Average Speed to Answer).  TSF (Time Service Factor) e.g. 80%

in 20 seconds.  FCR (First Call Resolution).  TAT (Turn Around Time).