SUCCESS SUCCESS IN APPLICATION SERVICE SERVICES – Search snipers

In today’s IT world, application support and maintenance services are essential for software stability, performance and user experience. For these services to provide a business boost, it is essential to yield measurable results. This is where service level or SLA, service level or SLO objectives, and key performance indicators or KPI enter into play.

Effectively using metrics to measure results and know how to use them correctly makes it possible to have predictable results or make adjustments to processes when indicators are not satisfactory. In this article, our team will analyze and explain these terms, explain their importance for the efficiency of support services, and more.

SLA, SLOS, explanation of kpis with examples

Our team has gathered the information and wrote detailed explanations:

Service level agreements (SLA)

An SLA is an official official agreement signed between a client and a service provider, which clearly defines the level and type of services provided, the obligations of the parties, response and settlement times, fines, etc. Examples of SLA of different types:

● Answer time: “High priority and critical tasks will be taken within 1 hour, 24/7.”

● Answer time: “Low -priority tasks have a response time of 1 business day.”

● Time of resolution of release: “High -priority errors will be resolved within 5 hours of work.s”

● Time of resolution of release: “Low -priority improvement requirements are resolved within 7 working days”

● System Recovery: “In case of interruption, the recovery time will be no more than 3 hours.”

● Availability of Service: “Customers -faced services will have no more than 3 cuts for trimester.”

● Reservations: “All systems must have automatic backups every 12 hours.”

● Reservations: “Data recovery operations from reserve copies will be carried out within 3 hours of initial request.”

Service level objectives (SLOS)

SLOs are components of SLA, but they are used internally. They are specific, measurable purposes that determine the expected level of performance. Examples of SLOs of different kinds:

Incident Management Management: “95% of P1 incidents should be selected within 5 hours.S”

Incident Management Management: “70% of all reported incidents must receive gratitude within 3 hours.”

● Latent: “98% of API requirements should respond to under 300ms during Peak Ho.urs”

● Bugs: “85% of P1 reports reported must be fixed during 2 business days.”

● Setting: “90% of placements must end without returns.”

● Client tickets: “90% of customer requests should respond in less than 4 hours.”

The main performance indicators or KPI

KPI are wider metrics that follow and show the results and performance of the support team over time. Examples of KPI of different types:

● Backlog ticket: “Backlog should not have more than 40 tasks unresolved at no time of time.”

● Backlog ticket: “All tasks that are open for more than 10 business days should be reviewed, priority and addressed.”

● Tickets Daily Volume: “The application support and maintenance team should, on average it should handle 75 tickets daily.”

● Customer Satisfaction or CSAT: “85% of customers must mark the given support service as satisfied.”

● Repeat the incident scale: “No more than 5% of markers must be reopening with the same issue within 1 month of work.”

● First reply time: “The average time of 1’s answer for each ticket should not exceed 1 hour.”

To summarize, here is a brief comparison based on a similar case for each of the indicators:

kind

SLA

Sloth

Kpi

Intentionally

Legally binding conditions and obligations

Sets Internal Performance Goals for Supporting Team

Measures the usual performance in accordance with the specified metric

example

Choose 90% of the enterprise tickets within 16 hours or receive sentences

Choose 85% of tickets within 9 hours

The average time for ticket solution is 12 hours

Challenges in the presentation of SLA, SLOS and KPI

> Lack of understanding of metrics. If the application maintenance and support team does not understand the measurements, they will not be able to use them. That is why you need to create visual chicken for tracking and provide training.

> More concentration in closing the ticket than on its quality solving. If a team is very focused on quantitative results, it can close tickets prematurely to meet metrics. In such cases, the rate of repetition of the problem and reopening tickets are common.

> Unrealistic expectations and excess requests. If the metrics are unrealistic, it can lead to burning the support team.

> Overload of measurements

> Lack of flexibility. Indicators should be reviewed from time to time, taking into account the composition of the team, expanding or shrinking it, changes in customer expectations, etc.

> Continue concentration in achieving short -term results instead of long -term goals

Benefits of SLA, SLOS and KPI for application maintenance

> Clarity, transparency and understanding of results. Determined indicators allow for a clear division of responsibilities and scope of work and services provided. All metrics allow a certain limit of expectations about service and belief in its quality. The consumer, on the other hand, is convinced that his solution will be operational, will receive a faster response from the support team, etc.

> Increasing customer satisfaction. Metrics SLA, SLO and KPI allow a structured process for completion of tasks, and the client realizes that their problems are being addressed at a serious level with a suitable attitude. Quick answer time, quick resolution of questions or urgent problems – all of this contributes to a higher level of customer satisfaction.

> Proactive thinking and problem solving approach. Having a clear understanding of the metrics and tracking them over time allows teams to be more engaged in the process and address the “root” of problems, preventing them from escalating into something more global. For example, if metrics show that ticket resolution time is longer than expected, this may indicate that the team needs additional support or reinforcement.

> High team performance. Determined metrics allow teams to understand the advantages, complete all tasks in time and with high levels.

> Job statements and data -driven improvements. Based on knowledge, you can find “SAG points” and correct them quickly.

cONcluSiON

Slacing SLA, SLOS and KPI is of great importance for providing quality support services. The application maintenance and support company has created processes, knows how to implement and use metrics efficiently to monitor team performance, and provides quality services to customers.