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SLA KPIs

SLA KPIs

1.    SLA KPI's (Resolution Time):

  • Warranty:

No time frame.

  • Bronze:
    No time frame.

  • Silver:
Ticket Assignment From 8 to 16 Working Hours
 NormalHighCritical
Time to Solve Tickets3 to 6 Working Days2 to 3 Working  Days8 to 16 Working Hours

*Working days only.

All the new requests that agreed with the customer to be deducted from inventory of hours not covered by the above mentioned KPI's.

  • Gold:
Ticket Assignment 4 to 8 Working Hours
 NormalHighCritical
Time to Solve Tickets2 to 5 Working Days1 to 2 Working Days4 to 8 Working ​Hours

*Working days only.

All the new requests that agreed with the customer to be deducted from inventory of hours not covered by the above mentioned KPI's.

  • Platinum:
Ticket Assignment 0 to 6 Hours
 NormalHighCritical
Time to Solve Tickets0 to 3 Days0 to 2 days0 to 6 Hours

*24/7

All the new requests that agreed with the customer to be deducted from inventory of hours not covered by the above mentioned KPI's.​

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