Service Level Agreement

From Wikipedia, the free encyclopedia

Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. An SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLAs. A contract containing SLAs is usually referred to as a performance contract. SLAs are becoming more and more popular. They are used extensively for provision of information technology (IT) services, but also in other fields the popularity of SLAs is growing

In practice, the term SLA is often used wrongly: people often mean contracted delivery time (of the service) or performance contract if they talk about an SLA.

1 Types of Service Level Agreements - Service Desk (ITSM)
2 Software for SLA management
3 See also
4 External links

[edit] Types of Service Level Agreements - Service Desk (ITSM)

There are several types of service level agreements. Some of the most frequent are:

ABA (Abandon Rate): Percentage of calls abandoned while waiting to be answered.
ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g. 80% in 20 seconds.
FCR (First Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback, or without having the caller call back the helpdesk to finish resolving the case.
Uptime Agreements: Perhaps the most common^{[citation needed]}. Can vary tremendously between shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, etc.