An service level objective (SLO) is a standard used to measure the performance of a business or technology service. These objectives are often outlined in contracts, such as a master service agreement, and may include consequences for failing to meet a certain level of service, such as issuing refunds. SLOs are used to ensure that a business or service is meeting the necessary requirements and providing a satisfactory level of performance.
Common examples of service level objectives.
- Percentage of uptime for a website
- Average response time for customer support inquiries
- Number of errors or bugs in a software application
- Average time to resolve technical issues
- Percentage of orders fulfilled within a specified time frame
- Percentage of customer complaints resolved within a certain time period
- Average time to process and approve loan applications
- Percentage of shipments delivered on time
- Average wait time for a call center
- Percentage of marketing emails delivered to the intended recipients
- Average time to process and approve insurance claims
- Percentage of purchases completed successfully on an e-commerce website
- Average time to process and approve visa or passport applications
- Percentage of patients seen within a certain time frame at a healthcare facility
- Average time to complete maintenance or repair requests
- Percentage of power outages restored within a certain time period
- Average time to process and approve building permit applications
- Percentage of parking tickets issued that are paid within a certain time frame
- Average time to process and approve social security or disability claims
- Percentage of orders for a restaurant that are prepared within a certain time frame
- Average time to process and approve unemployment benefit claims
- Percentage of flights that depart and arrive on time
- Average time to process and approve tax returns
- Percentage of defective products identified and replaced within a certain time period
- Average time to process and approve mortgage applications
