Identifying performance objectives is a critical component of writing a service level agreement (SLA).
Performance objectives are the measurable, quantifiable metrics that define the quality and quantity of services provided.
For example, consider an SLA between a web hosting company and its customer. The SLA might stipulate that the host must provide 99% uptime for their website to ensure users can access it reliably at all times.
This would be considered a performance objective which both parties agreed upon in order to guarantee satisfactory outcomes under the terms of the SLA.
Examples of performance objectives for a service level agreement (SLA):
1. Achieve an average service response time of 90 minutes or less for all help desk inquiries.
2. Provide 24/7/365 availability of service support staff.
3. Ensure a minimum service uptime of 99.9% for all production systems.
4. Provide a customer satisfaction score of 95% or higher.
5. Schedule and complete regular system maintenance within a predetermined timeframe.
6. Provide a maximum of 8 hours for system outages, with no more than one outage per month.
7. Reach resolution on all customer inquiries within 48 hours or less.
8. Respond to customer inquiries within 15 minutes of receipt.
9. Ensure that all customer complaints are addressed within 24 hours.
10. Provide detailed reports on service performance and customer satisfaction.
When creating these performance objectives, it's important they are realistic and achievable yet provide enough incentive to spur proactive action from either party when needed.
Establishing baselines such as response time or availability should also be included in order to compare against future results as well as identify areas where improvement may be necessary.
Additionally, any penalties associated with failing to meet stated goals should be clearly outlined within the agreement so there is no confusion about what constitutes acceptable levels of performance.
In crafting an effective SLA, setting appropriate performance objectives helps create trust between both parties by providing concrete evidence for measuring success or failure throughout the life cycle of the contract.
When done effectively, this allows each side to hold up their end of the bargain while ensuring expectations are met at both ends; something essential for long-term successful business relationships.
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