Full Form of SLA : The full form of SLA is the Service-Level Agreement

What is the Full form of SLA?

No:1. The full form of SLA is the Service-Level Agreement.
No:2. An SLA is a commitment between a service provider and a customer to the service standard.
No:3. It is a document that provides the service customer with the performance and quality of service that a service provider promises to provide.
No:4. It encompasses a range of product and service efficiency fields, such as warranties, assurances, customer care, performance assessment requirements, and so on.

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Some important points about SLA

No:1. In a legal contract between such a customer and service provider, it is considered a central component as it also specifies the remedial steps and penalties if the service provider does not meet the obligation to provide the service as referred in the SLA.
No:2. The agreement is provided in a primary language so that a consumer or a client can easily interpret it.
No:3. May include any technical terminology for describing service quality and efficiency.
No:4. The most common aspect of an SLA is that, as defined in the contract, should offer the standard and efficiency of the service to the customer.
No:5. For example, under the terms & conditions of their contracts with customers, telephone companies & internet providers would usually provide SLAs to describe and communicate the level of service being offered in clear terms.

Common metrics

Service-level agreements can contain numerous service-performance metrics with corresponding service-level objectives. A common case in IT-service management is a call center or service desk. Metrics commonly agreed to in these cases include:
No:1. Abandonment Rate: Percentage of calls abandoned while waiting to be answered.
No:2. ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
No:3. TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
No:4. FCR (First-Call Resolution): A metric that measures a contact center’s ability for its agents to resolve a customer’s inquiry or problem on the first call or contact.
No:5, TAT (Turn-Around Time): Time taken to complete a certain task.
No:6. TRT (total resolution time): Total time taken to complete a certain task.
No:7. MTTR (Mean Time To Recover): Time taken to recover after an outage of service.

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