1.Brief idea about SLA and Escalation

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Accepted Answer

SLA stands for Service Level Agreement which defines the level of service expected by the customer. Escalation is the process of increasing the level of support when the SLA is not met.

SLA is a contract between the service provider and the customer
It outlines the level of service expected by the customer
It includes metrics such as response time, resolution time, uptime, etc.
Escalation is the process of increasing the level of support when the SLA is not met
It involves notifying higher levels of management or support teams to resolve the issue
Escalation can also involve increasing the priority of the issue or providing additional resources to resolve the issue

1.Brief idea about SLA and Escalation

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