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service level

   Also found in: Acronyms, Wikipedia 0.04 sec.

(1) A measurement of the performance of a system or service. The service level is usually expressed as a percentage of a goal; for example, the percentage of time a network or system is operative or the percentage of successful transactions processed.

(2) In telecommunications applications, especially in telephone call centers, it refers to the achievement of specific goals for customer handling. These goals are usually expressed in terms of call-answering percentage, percentage of calls dropped, average hold time, average call duration and other measures of efficiency and productivity. See SLA and service level management system.
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Company Surpasses $15 Million in Annual Revenues; Sales for Nimsoft's Proactive Service Level Monitoring Solution Climbed 110 Percent in Q4 2006
Nimsoft New Orders Skyrocket by Business Wire
a leading provider of service level management solutions, announced today that it has broadened its software suite to provide new levels of in-depth intelligence and dynamic visibility into the end-to-end monitoring and management of mission-critical Microsoft applications.
Nimsoft Brings Real-Time Service Level Management to Microsoft ... by Business Wire
NimBUS' End-to-End Monitoring Solution Helps Novell's Managed Services Unit Meet Service Level Guarantees for Customers Worldwide
Novell Global IT Services Selects Nimsoft to Provide Service Level ... by Business Wire
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