Service Level Objective

Service Level Objective

Service Level Objective Jonathan Poland

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.

  1. Percentage of uptime for a website
  2. Average response time for customer support inquiries
  3. Number of errors or bugs in a software application
  4. Average time to resolve technical issues
  5. Percentage of orders fulfilled within a specified time frame
  6. Percentage of customer complaints resolved within a certain time period
  7. Average time to process and approve loan applications
  8. Percentage of shipments delivered on time
  9. Average wait time for a call center
  10. Percentage of marketing emails delivered to the intended recipients
  11. Average time to process and approve insurance claims
  12. Percentage of purchases completed successfully on an e-commerce website
  13. Average time to process and approve visa or passport applications
  14. Percentage of patients seen within a certain time frame at a healthcare facility
  15. Average time to complete maintenance or repair requests
  16. Percentage of power outages restored within a certain time period
  17. Average time to process and approve building permit applications
  18. Percentage of parking tickets issued that are paid within a certain time frame
  19. Average time to process and approve social security or disability claims
  20. Percentage of orders for a restaurant that are prepared within a certain time frame
  21. Average time to process and approve unemployment benefit claims
  22. Percentage of flights that depart and arrive on time
  23. Average time to process and approve tax returns
  24. Percentage of defective products identified and replaced within a certain time period
  25. Average time to process and approve mortgage applications

Learn More…

Needs Analysis Jonathan Poland

Needs Analysis

Needs analysis is the process of identifying the valuable requirements for a…

Business Management Jonathan Poland

Business Management

Business management is the process of overseeing and running a business or…

Problem Management Jonathan Poland

Problem Management

Problem management is an important aspect of IT service management that involves…

Internal Communication Jonathan Poland

Internal Communication

Internal communication is the exchange of information within an organization that is…

External Risk Jonathan Poland

External Risk

An external risk is a type of risk that is outside of…

Commoditization Jonathan Poland

Commoditization

Commoditization occurs when certain products or services become interchangeable, leading customers to…

Window of Opportunity Jonathan Poland

Window of Opportunity

The window of opportunity is a concept that refers to a limited…

Integration Risk Jonathan Poland

Integration Risk

Integration risk is a type of risk that arises when two or…

Labor Productivity Jonathan Poland

Labor Productivity

Labor productivity is a measure of the efficiency with which labor is…

Jonathan Poland © 2023

Search the Database

Over 1,000 posts on topics ranging from strategy to operations, innovation to finance, technology to risk and much more…

Communication Channels Jonathan Poland

Communication Channels

A communication channel refers to the various means of transmitting information and…

Stability Jonathan Poland

Stability

Stability is the ability of a system, organization, or individual to maintain…

Sales Operations Jonathan Poland

Sales Operations

Sales operations is the management of the processes and practices that support…

Performance Objectives Jonathan Poland

Performance Objectives

Performance objectives are goals that individuals set for themselves on a regular…

Supply Risk Jonathan Poland

Supply Risk

Supply risk refers to the likelihood that a disruption in the supply…

Right to Repair Jonathan Poland

Right to Repair

The right to repair is the idea that consumers should have the…

Team Objectives Jonathan Poland

Team Objectives

Team objectives are specific goals that are established for a team in…

Boss Archetypes Jonathan Poland

Boss Archetypes

A boss is a person who manages and oversees the work of…

Preventive Maintenance Jonathan Poland

Preventive Maintenance

Preventive maintenance is a type of maintenance that is designed to prevent…