Editing Service-level agreement (section)

==Common metrics==
A service-level agreement can track multiple [[performance metrics]]. In this context, these metrics are called [[service level indicator]]s (SLIs). The target value of a given SLI is called a [[service-level objective]] (SLO).

In [[IT Service Management|IT-service management]], a common case is a [[call center]] or [[Service Desk (ITSM)|service desk]]. SLAs in such cases usually refer to the following SLIs:
* '''Abandonment rate''': Percentage of calls abandoned while waiting to be answered. A corresponding SLO may be: the abandonment rate of all the calls over the last 30 days should be < 30%.
* '''ASA''' (average speed to answer): Average time (usually in seconds) it takes for a call to be answered by the service desk. A corresponding SLO may be: the ASA of all the calls over the last 30 days should be < 20 seconds.
* '''TSF''' (time service factor): Percentage of calls answered within a definite [[timeframe]], e.g., 80% in 20&nbsp;seconds. A corresponding SLO may be: >90% of the calls over the last 30 days should be answered within 20 seconds.
* '''FCR''' ([[First call resolution|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.<ref>{{Cite web|date=2021|title=What is First Call Resolution (FCR) and How Is It Measured?|url=https://www.sqmgroup.com/resources/library/blog/fcr-metric-operating-philosophy|access-date=2021-04-09|website=SQM Group}}</ref> A corresponding SLO may be: the FCR of all cases over the last 30 days should be > 75%.
* '''TAT''' ([[Turnaround time|turn-around time]]): Time taken to complete a certain task.
* '''TRT''' ([[total resolution time]]): Total time taken to complete a certain task.
* '''MTTR''' ([[Mean time to recovery|Mean time to recover]]): Time taken to recover after an outage of service.

'''[[Uptime]]''' is also a common metric, often used for data services such as [[shared hosting]], [[virtual private server]]s and [[dedicated servers]]. Common agreements include percentage of network uptime, power uptime, number of scheduled [[maintenance window]]s, etc.

Many SLAs track to the [[ITIL]] specifications when applied to IT services.