Queries like what is service based SLA are very common among people nowadays. Well. A service based SLA is an agreement between one service provider and multiple customers. Generally, there are three defined classes of Service SLA:
Bronze
Silver
Gold
Based on the service, clients will enjoy one of the 3 defined classes. The Bronze level has the least demanding response and resolution times. While the Gold level has the most demanding and restrictive in their response and resolution times.
Each class can use a different schedule:
Bronze: 10 x 5 (Monday-Friday, 10 hours)
Silver: 16 x 7 (16 hours daily)
Gold: 24 x 7
When attending requests based on service-level agreements that use the Bronze, Silver, and Gold classification, the Gold class will be prioritized over the Bronze or Silver requests.
The designation of these classes can be adapted to the terminology of your company (for instance: Standard, Platinum, and Premium)
Let’s take an example:
Let’s say an organization offers several IT support services, like VPN, IP telephony, intranet, mail service, etc.
For every client using a certain service, the SLA will be unique.
Therefore, the company decides the level of each service using the bronze for the less affected or less critical, silver for important services, and gold class for the most essential and critical services.
A classification example:
Bronze – Intranet
Silver –VPN and Analog Telephony
Gold – Corporate web, IP telephony, and Mail
The organization will first solve any mail, IP telephony, and corporate web related issue and will solve intranet related issues in the last.
Now you know what is the service based SLA.
Read more:
What is a service level agreement?
What is service level agreement example?
What are the 3 types of SLA?
This is all on what is service based SLA.
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What is service based SLA?
Manoj
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4 Year
2022-01-13T16:29:15+00:00 2022-01-14T16:27:15+00:00Comment
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