Business Context
The percentage of jobs responded to within the committed SLA times is an indicator of the ability of businesses to meet customer commitments, leading to customer satisfaction. This can also show if any SLA definitions need to be modified, to set realistic expectations to customers.
Additionally measuring the actual time within / outside the SLA in which the work order response occurred, can show if improving operational efficiencies can boost SLA compliance rate.
ART is calculated as follows:
% of visits within SLA = (Number of visits within SLA � Total number of visits) x 100
SLA commitment times recorded in SLA definitions and the actual response times recorded in work orders are used to calculate if the responses were within SLA, and the number of minutes within/outside of SLA commitments by which work orders were serviced. These details can be drilled down further on products and technicians.
Measuring this metric helps organizations address the following aspects:
• Validate SLA commitments against actual results, to identify areas of improvement with respect to both commitments and service delivery.
• Find out if product-wise SLAs are necessitated for specific products.
• Recognize training opportunities for skill enhancement of technicians, for servicing specific products.