SLA definition types of SLA and KPI

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SLA stands for Service Level Agreement, which defines the level of service expected by a customer from a supplier.

SLA is a contract between a service provider and a customer that outlines the services to be provided, the expected level of service, and the metrics used to measure performance.
There are different types of SLAs, such as customer-based SLAs, service-based SLAs, and multi-level SLAs.
Key Performance Indicators (KPIs) are specific metrics used to measure the performance of a service provider against the SLA.
Examples of KPIs include response time, resolution time, customer satisfaction, and uptime.
SLAs and KPIs are essential for monitoring and improving the quality of service provided by the service desk.

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