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Convert Service-Level Agreement Template to Word

Convert Service-Level Agreement Template to Word

Aug 6th, 2022

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How to Convert Service-Level Agreement Template to Word

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In this tutorial, the process for calculating Service Level Agreement (SLA) for both turn on time and quality is explained. The expected SLA for turn on time is set at 99.50%, meaning any value above this is considered met, while values below are missed. The formula for calculating turn on time is the number of transactions managed within a selected period divided by the total transactions managed, multiplied by 100. In this example, the turn on time is calculated at 99.20%, which is less than the expected SLA, indicating a missed target. For quality, the expected SLA is 99%. The formula used is the number of transactions managed without quality errors divided by total transactions, resulting in a quality percentage of 99.10%, which meets the expected target.

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