FCS : The Efficiency Catalyst
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Service Level Agreement

Assured Service Level

The SLA Matrix would be proposed by FCS Consulting based on the following Measurement Criteria:

  • Frequency of change requests
  • Average cycle time on closed requests
  • Duration time to resolve request against estimated time
  • Original cost and time for request versus actual time and cost
  • Number of operational problems reported by users after request release
  • Application up time on a monthly and annual basis
  • Number of available measurements versus number of defined measurements per year
  • Number of processes documented per month versus total number of processes
  • Number of requests per month not complying with SLA
  • Number of focus group meetings per year per business process
  • Number of off-line solutions
  • Number of batch results available on time
  • Percentage of wrong data fields in system Measurement of quality of data versus metadata



Service Level Aggrement
Off shore Support Service Client Association
Enhancement services call and process methodology
Helpdesk Service Escalation Flow Chart
Responsibilities and Escalation Tree
Customer Communication Processes
SLA Matrix Example
MIS Reporting
Account Management


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