Formalized Communication : SLAs help structure conversations about services and performance, avoiding misunderstandings and establishing clear and effective communication. Improved Productivity and : By defining vietnam telegram data the urgency of requests and clarifying responsibilities, SLAs help teams better prioritize their tasks, which improves efficiency and the work environment. Risk and Liability Management : SLAs clearly define the circumstances under which the provider is responsible for performance issues or unavailability,
protecting both the provider and the customer in the event of failure. KPIs of an SLA Availability and Uptime Percentage : Measures the time that services are available to the customer. Supplier Response Time : How quickly the supplier responds to a customer problem or request. Resolution Time : How long it takes to resolve an issue from the time it is reported. Abandonment Rate : The percentage of calls on hold that customers hang up on before getting an answer.