SLA Agreements and Transaction Times

[GNS]

How many of you have structured SLA agreements around specific transaction time committments?

[Conexio]

Interesting question. I have done some, but the effectiveness depends greatly on the type of service the SLA is trying to cover.

Of course, if the SLA you are trying to negotiate is dependent on other SLAs, make sure you do not overcommit. Remember and track your weakest link and longest time commitment SLA at all times.

As far as specific verbiage in the agreement, if you include more detail, I can help.

[Guest]

We did - 95% of all transactions will display within 15 seconds.

However transaction respose times are very difficult to measure.
Not all transaction are the same - example a single query of a multiple one.
The importaint thing was makijng sure the customer knew we were signed on to providing adequate response times. In truth 15 secs is a long long time if the user is a call centre op.

The was a TP system in the 90's called MIDAS that did quite good and very accurate response time measurement but today i'm not sure.

At the end of the day stopwatch random samples could be taken at various location.

We also measured things like time to answer a call on the helpdesk -
IT WAS 95% OF ALL CALLS WILL BE ANSWERED IN 30 SECONDS - THIS WE COULD MEASURE BUT WE HAD A CAP ON THE NUMBER OF CALLS
THE HELDESK COULD COPE WITH - COVER ONES BACK!

dOES THIS HELP - HAPPY TO DISCUSS AS I'M NOT IN WORK RIGHT NOW.