Service Level

Abbreviation:  
SL

Service level measures the performance of a system or process. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. For example, the rate of meeting the calls coming to the call center where 80% of the customers who want to meet with the [[customer representative]] should be connected to the representative in 20 seconds. The agreement signed between the company and the supplier providing the service is called the Service Level Agreement (SLA).

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