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The calculation simply is (number of calls answered in Y seconds / total calls offered) 100. (For example you have 5000 calls offered during a month and 4250 are answered within Y seconds: (4250/5000) 100 = 85. So the desired Service Level was well met.
To measure your SLA effectively, you should examine your operations to determine which metrics are most relevant and prioritize them accordingly. A good point to remember is that the more complicated the monitoring, the more time is required to analyze the data thoroughly, and the less likely it is to be accurate.
A Service Level Agreement (SLA) is a document that details the expected level of service guaranteed by a vendor or product. This document generally sets out metrics such as uptime expectations and any payoffs if these levels are not met.
How to Determine Server Uptime. You can calculate your network uptime with some simple math: 24 hours per day x 365 days per year = 8,760 hours per year. Number of hours your network is up and running per year ÷ 8,760 hours per year x 100 = Yearly uptime percentage.
It is created by a business for a specific customer that covers multiple services. A classic example of Customer-based SLA is when a large business signs up with a telecom company for multiple services. It may contain a guaranteed 99.9% uptime, on-site engineers, scale-up & scale down within a specific time, etc.
How to write an SLA Evaluate your current service levels.Identify your objectives.Choose a contract format.Determine the level of service.Articulate the terms of the agreement.Clarify performance expectations.Outline payment expectations.Include appendices if necessary.
What are the three types of SLAs? There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers.
Usually, SLAs are between companies and external suppliers, but they may also be between two departments within a company.
How to write an SLA Evaluate your current service levels.Identify your objectives.Choose a contract format.Determine the level of service.Articulate the terms of the agreement.Clarify performance expectations.Outline payment expectations.Include appendices if necessary.
A 'Service Level Agreement', commonly referred to by its acronym SLA, is an understanding of service between two parties and is specific to the performance level or scope of service that will be provided.