Service Level Agreement

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Added on 2020-01-28

Service Level Agreement

Added on 2020-01-28

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Service Level Agreement

1B) SurveyThe following survey can be conducted to understand the extent up-to which SLA servicemeasures are met. The service level agreement that takes place between two institutions has to beauthentic and less dominating. 1) Were the Priority 1 calls received and addressed in sufficient time?YesNo2) In how much time did Priority 1 callers receive a solution?1-2 hours3-4 hours5-6 hoursmore than 6 hours3) Mark the quality of service provided by Help Desk for particular queries.ExcellentGoodModeratePoorVery poorNot at all satisfactory4) Was the user able to process updates in sufficient customer accounts within 5 minutes?YesNo5) Did the service quality meet performance criteria for the users?YesNoTo test the services for users this survey was distributed amongst 50 users. Their responsehas been recorded and interpreted in the following matrix. C) Matrix3

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