How to Set Metrics of SLA?
Metrics in an SLA depend upon the services given by the service provider and it will differ in each case. Metrics usually refer to the criteria for the services given by the service provider that can be measured. It is essential that the metrics of the SLA are easy to follow and the data can be also collected without any effort. The metrics should be made in a way that the customers can easily understand the services that they are going to get in the SLA. Some of the important metrics that need to be included in an agreement are as follows.
1. Availability of the Services: This metric measures the amount of time that the service provider is providing the services.
2. Error Rates: This metric is used to count how many times there has been an error while performing the services and how the service provider is going to address that issue.
3. Technical Advancement: This metric will measure the technical services provided by the service provider. In this, they also have to mention the technology that they are going to use while providing the services.
4. Confidentiality: How the service provider is going to protect the confidential information regarding their clients.
5. Results: The service provider needs to mention their successful services in other organisations that they have already completed or they are working on it.