Service-level agreements can contain numerous service performance metrics with corresponding service level objectives. List the metrics commonly agreed to in these cases.

Answer 1

1. Availability: The percentage of time that the service is operational and accessible to users.

2. Response time: The time it takes for the service provider to respond to a user's request or issue.

3. Resolution time: The time it takes for the service provider to resolve a user's request or issue.

4. Uptime: The amount of time that the service is available and functioning properly.

5. Incident management: The process for handling and resolving incidents or service interruptions.

6. Service reliability: The consistency and dependability of the service.

7. Scalability: The ability of the service to accommodate an increasing number of users or resources without impacting performance.

8. Security: The measures in place to protect the service and user data from unauthorized access or breaches.

9. Compliance: The service provider's adherence to relevant laws, regulations, and industry standards.

10. Customer satisfaction: The level of satisfaction among users with the service and support provided.