Search notes:

Service-level agreement

The SLA is an agreement between customers and service providers.

Aspects of service

Quality
Availability
Responsibility

Levels

Customer based SLAs
Service based SLAs
Multilevel SLAs

Common metrics

Abandonment rate
Average speed to answer (ASA)
Time service factor (TSF)
First call resolution (FCR)
Turn around time (TAT)
Mean time to recover (MTTR)

Index

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