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
MetricsAbandonment Rate, Average Speed to Answer, Time Service Factor, First-Call Resolution, Turn-Around Time, Mean Time To Recover.
SLAThe SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
TypesCustomer-based SLA, Service-based SLA and Multilevel SLA escalation.
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