Search notes:
Service-level agreement
The SLA is an agreement between customers and service providers.
Aspects of service
- Quality
- Availability
- Responsibility
Levels
- Customer based SLAs
- Service based SLAs
- Multilevel SLAs
Common metrics
- Abandonment rate
- Average speed to answer (ASA)
- Time service factor (TSF)
- First call resolution (FCR)
- Turn around time (TAT)
- Mean time to recover (MTTR)