⊿ Point. {R} Glossary. ◢ Keyword: S. ▰ Sources. 〓 Books [B] ◥ University. {q} PhD. ⏫ THEMES. ⏫ Big Data. [B] Big Data. ⚫ USA. ↂ EndNote. ☝️ BD Dummies. SLA (service-level agreement) Official commitment between a service provider and a customer A service-level agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.[1] The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract. As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition in mean time between failures (MTBF), mean time to repair or mean time to recovery (MTTR); identifying which party is responsible for reporting faults or paying fees; responsibility for various data rates; throughput; jitter; or similar measurable details.
Overview[edit] Components[edit] WSLA[edit] Service level. Measures the performance of a system Examples of service level: Percentage of calls answered in a call centerPercentage of customers waiting less than a given fixed timePercentage of customers that do not experience a stockoutPercentage of all parts of an order being fulfilled completelyUse of a safety stock to ensure that a target percentage of orders can be met in full and on time.[1] The term "service level" is used in supply-chain management and in inventory management to measure the performance of inventory replenishment policies.[1] Under consideration, from the optimal solution of such a model also the optimal size of back orders can be derived.
A back order is an order placed for an item which is out-of-stock and awaiting fulfillment.[2] Unfortunately, this optimization approach requires that the planner knows the optimal value of the back order costs. Definitions and typology [edit] α service level (type 1) The α service level is an event-oriented performance criterion.