Understanding Service Level Agreements
Even with call service teams and customers who pay for priority support, you still often have a few services that warrant responses to weekdays, and some that deserve immediate attention, regardless of the time of day and night. For example, the client is responsible for providing a representative to resolve issues with the ALS service provider. The service provider is responsible for meeting the level of service defined in the ALS. The service provider`s performance is assessed using a number of measures. Response time and resolution time are among the main metrics contained in alS because they refer to how the service provider handles the outage. Services – Power measurements and power levels are defined. The customer and service provider should agree on a list of all the metrics they use to measure the service levels of the provider.