Service Level Agreement

Streamlined SLA Management


A service-level agreement (SLA) is a contract between a service provider and its internal or external customers that documents what services the provider will furnish. Service bee SLA may involve separate organizations, or different teams within one organization. Contracts between the service provider and other third parties are often (incorrectly) called SLAs – because the level of service has been set by the (principal) customer.

Service bee SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA. covering all SLM issues relevant to the particular customer group, regardless of the services being used. Also, SLM issue relevant to the specific services.

-> SLA Reporting

  • Monitor achieved service levels and compare them with agreed service level targets. This information is circulated to customers and all other relevant parties.

-> Metrics

Abandonment Rate, Average Speed to Answer, Time Service Factor, First-Call Resolution, Turn-Around Time, Mean Time To Recover.

-> SLA

The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.

-> Types

Customer-based SLA, Service-based SLA and Multilevel SLA escalation.

A common feature of an SLA is a contracted delivery time

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