http://ITServiceContractSecrets.com SUMMARY SLIDES: How should you collect data on service level agreements? This article suggests methods to log system uptime and call resolution times. Copyright (C) SP Home Run Inc.

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Service Level
Agreements and
How to Collect Data
Courtesy of the
Small Business Computer Consulting Blog
http://blog.sphomerun.com

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This Brief Post
Focuses on the
Types of Data You
Will Typically
Need to Collect

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And Suggests a
Few Ways of
Making it Easier

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Uptime Logging

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Use Uptime-
Monitoring
Software that can
Track Both System-
wide Uptime

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And the Uptime of
Various Services
Such as Email

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Call Logging

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Use a Call
Logging System
to Record all Work
Done and in
Progress

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Consider a
Dedicated Call
Logging System
or a Bespoke
(Custom) Database

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Designed to
Report on the
Information as
Needed

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When Pulling Data
from a Call
Logging System,
Account for

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Exactly How Call
Resolution Times
Should be
Calculated

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For Example

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Should a Resolution
Time Include All
Time from when a
Call is Logged Until
it is Actioned?

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Or Should This
Time Only Include
Business Hours?

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Make Sure that
Resolution Times
Only Begin when
Clients Properly
Log a Fault

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With all Required
Information

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How Do You
Collect Data on
Service Level
Agreements?

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Share Your
Methods in the
Comments Box
Below

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