service level


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service level

(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.
References in periodicals archive ?
According to Gatitu, the contracts covered an array of activities to achieve certain service level for road users, including management and maintenance, carrying out rehabilitation works and improvement works.
"There is a glaring lack of black, Asian and minority ethnic staff at senior civil service levels across the community."
And formulating five analytical models, they find that the service level maximizing profits is not the service level that can satisfy consumers the most.
Taking advantage of an upturn to strategically assess your agency's capacity to increase existing service levels and/or add new services can help create the consistency we seek in terms of service delivery, and it makes for a more financially sustainable and resilient organization.
Advanced Service Level Monitoring provides customers with a one-click solution that displays key service level metrics at their customer distribution centers down to the product level.
Therefore, we must consider the cost threshold for adoption of RFID tags in the supply chain and the change of the supply chain profit and service level with/without RFID technology.
The use of service level credits as a means of addressing service failure is not uncommon.
"The current service level and journey times of through trains between Euston and North Wales/Chester should be specified as a minimum throughout the duration of the franchise to prevent the company redeploying the rolling stock to wealthier parts of the UK where they might earn more revenue ." Taith said it also wanted improvements to Llandudno-Manchester rail services, including direct trains from the region to Manchester Airport.
NetOmnia Ethernet Assurance includes features, such as: monitoring of end-to-end metro Ethernet services; carrier class scalability and reliability; service level customer impact; self service customer web portals; support for traffic management/shaping metrics Service level visualization, fault correlation and isolation; support for end to end service quality metrics including Bandwidth Utilization, Frame loss, Delay, Jitter, Availability and Jitter Tolerance; support for Y.1731, MEF and 802.1ad, including continuity check and loopback verification; and support for device, UNI/NNI and EVC (E-Line, E-LAN, E-Tree) related metrics including vendor specific metrics.
During a transaction, companies have a tendency to apply a 10:1 focus on "transition to" versus "transition away from" the vendor, as contracts are negotiated during the honeymoon period when the vendor has stepped up with price, service level and other concessions, to win the favor of the customer.
* Sales provides a service level guarantee to the marketing team regarding lead follow-up, marketing program implementation, and feedback from customers and prospects.
"Today's NetApp announcements focusing on service automation and analytics are destined to be a cornerstone for any cloud environment because these capabilities along with adjoining partners' feature sets help optimize service levels at the lowest possible cost."

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