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