Uptime means operating time: it`s about the duration of network availability, power supply… as stipulated in the joint agreement. This indicator is often used for data services such as shared hosting, virtual private servers and dedicated servers. FCR (first-call resolution, sign solution to the first call): This is the percentage of incoming calls that can be resolved without using a reminder or without the caller recalling the after-sales service to finalize the settlement of the case. Definition of alS The Service Level Agreement or SLA is a contract or part of a contract whereby an IT service provider undertakes to provide a number of services to one or more customers. In other words, it`s about… MTTR (mean time to recover: This is the time it takes to recover the level of service after an outage. The Service Level Agreement or SLA is a contract or part of a contract whereby an IT provider undertakes to provide a number of services to one or more customers. In other words, it is a contractual clause that sets out the exact objectives and the amount of service a customer can expect from the signatory. An S ALS is the formalization of a negotiated agreement between the customer and the supplier. It imposes in writing the expectation of the parties as to the content of the benefits, their terms of execution, the responsibilities of the parties, the guarantees, i.e. at the level of the service.
Resources can then be disclosed and marketed in the form of services containing general and technical specifications, including pricing policy and the resource characteristics required to provide the service. The need for a service agreement with Application Service Providers (ASPs) is consolidated. Thanks to the ASP model such as the credit card payment service, a wide range of applications are made available to the general public. For example, the ALS may indicate availability, performance, operation or any other attribute of the service concerned, such as billing.B. billing or penalty (financial or otherwise) in the event of a violation of the ALS DAS.