Service Level Agreement Example (continued)
Service Level Agreement Example Metric
Service Level Service Center
Speed of Answer
80% of calls answered in 30 secs
First Contact Resolution
85%
Call Abandonment
Calls waiting 30 secs or longer less than 4% Incident Management
Critical
High
Medium
Low
95% of issues accepted to within 2 business hours The remainder of issues accepted to within 4 business hours 95% of issues responded to within 5 business hours The remainder of issues responded to within 1 Business Day 90% of issues responded to within 6 business hours The remainder of issues responded to within 2 Business Days 90% of issues responded to within 1 Business Day The remainder of issues responded to within 3 Business Days 1
Service Level Agreement Example (continued) Metric
Service Level Customer Satisfaction
Employee Survey
Employee Survey will be satisfactory or above – 90.00% with 9 or higher rating (out of 10) Operations
Accuracy
99.95% of outputs do not contain a Service Provider error
Timeliness
99.95% of distributions on time as per calendar
Output Files
100% of output files delivered timely (according to agreed upon calendar)
Manual Output - Timeliness
99.50% of manual outputs placed into distribution channels no more than one business day after the request was received.
Reporting Standard Reporting Timeliness
99% Delivery of Output Reports as per Calendar Pass/Fail metric 2
Service Level Agreement Example (continued) Metric
Service Level Availability
Availability of all Critical Applications
99.00% of all key applications are up and running at agreed upon levels and available at server to end users
Other Agreements
•
Maximum Fees at Risk = 10% of Quarterly Service Fees • Weightings of each metric to be determined • SLAs to be assessed quarterly
3
Service Level Service Center
Speed of Answer
80% of calls answered in 30 secs
First Contact Resolution
85%
Call Abandonment
Calls waiting 30 secs or longer less than 4% Incident Management
Critical
High
Medium
Low
95% of issues accepted to within 2 business hours The remainder of issues accepted to within 4 business hours 95% of issues responded to within 5 business hours The remainder of issues responded to within 1 Business Day 90% of issues responded to within 6 business hours The remainder of issues responded to within 2 Business Days 90% of issues responded to within 1 Business Day The remainder of issues responded to within 3 Business Days 1
Service Level Agreement Example (continued) Metric
Service Level Customer Satisfaction
Employee Survey
Employee Survey will be satisfactory or above – 90.00% with 9 or higher rating (out of 10) Operations
Accuracy
99.95% of outputs do not contain a Service Provider error
Timeliness
99.95% of distributions on time as per calendar
Output Files
100% of output files delivered timely (according to agreed upon calendar)
Manual Output - Timeliness
99.50% of manual outputs placed into distribution channels no more than one business day after the request was received.
Reporting Standard Reporting Timeliness
99% Delivery of Output Reports as per Calendar Pass/Fail metric 2
Service Level Agreement Example (continued) Metric
Service Level Availability
Availability of all Critical Applications
99.00% of all key applications are up and running at agreed upon levels and available at server to end users
Other Agreements
•
Maximum Fees at Risk = 10% of Quarterly Service Fees • Weightings of each metric to be determined • SLAs to be assessed quarterly
3
