SLA Service Level Agreement sustained by ASK components

[Source : Wikipedia] Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. An SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLAs. A contract containing SLAs is usually referred to as a performance contract. SLAs are becoming more and more popular.
In practice, the term SLA is often used wrongly:
people often mean contracted delivery time (of the service) or performance contract if they talk about an SLA.

Types of Service Level Agreements - Service Desk (ITSM)

There are several types of service level agreements. Some of the most frequent are:

• ABA (Abandon Rate): Percentage of calls abandoned while waiting to be answered.
• ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
• TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g. 80% in 20 seconds.
• FCR (First Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback, or without having the caller call back the helpdesk to finish resolving the case.
• Uptime Agreements Perhaps the most common. Can vary tremendously between shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, etc.

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