Service Level

Service Level. Service level is the metrics by which a particular service is measured Service level is mostly used in the servicebased industries Service level provides the expectations of quality and service type and also remedies when requirements are not met Advertisement.

The service level can also be defined as the probability of being able to service the customers’ demand ever facing any backorder or lost sale While a 100% service level might ie service all customers all the time appear desirable it is usually not a feasible option.

What is service level? Definition from WhatIs.com

Service level describes usually in measurable terms the services a network service provider furnishes a customer within a given time period When used as a call center metric service level measures the percentage of incoming calls that an agent answers live in an established amount of time For example a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the established time limit.

Service Level Agreement (SLA) Examples and Template – BMC

What Is An SLA?Writing Slas An Sla TemplateSla Best PracticesAdditional ResourcesA service level agreement (SLA) is a documented agreementbetween a service provider and a customer that identifies both the services required and the expected level of service The agreement varies between vendors services and industries Before subscribing for an IT service the SLA should be carefully evaluated and designed to realize maximum service value from an enduser and business perspective Service providers should pay attention to the differences between internal outputs and customerfacing outcomes as these can help define the service expectations The SLA is a documented agreement Let’s look at a sample SLA that you can use as a template for creating your own SLAs Remember that these documents are flexible and unique Make changes as necessary as long as you include the relevant parties—particularly the Customer And consider additional topics you may want to add agreements on such as 1 Review or monitoringHow often the Service Provider and Customer may review the SLA perhaps annually 2 Service creditsSomething the Service Provider may offer in case your SLA is not achieved 3 RiderUsed when amendments occur 4 Endofcontract or liquidation termsDefining how and when Customer or Service Provider can opt out of the SLA There are several ways to write an SLA Below is a mock table of contents (TOC) which you can use as a starting template for writing your own service level agreements Now I’ll break down each section with a few details and examples Though your SLA is a documented agreement it doesn’t need to be lengthy or overly complicated It is a flexible living document My word of advice? Build one using this template and examples and consult with your customers for any perceived gaps As unforeseen instances are inevitable you can revisit and tweak the SLA as needed Additional SLA templates and examples are available here 1 Columbia University IT (PDF) 2 University of Connecticut (PDF) 3 Giva (PDF) 4 PandaDoc 5 SLA template Availability MTTRReliability MTTF.