


What are the standard business hours covered by the SLA?
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- What is the relationship between SLOs and service credits or other penalties in an SLA?
- What are the best practices for adapting SLAs to changing business needs? Can you provide examples of innovative SLA metrics?
- How should service availability be defined in an SLA? What are planned and unplanned downtime, and how are they handled in SLAs?
- Can you describe a hierarchical structure for a multi-level SLA?
- What are the considerations for creating different tiers of service with varying SLA levels?
- What type of information should be included in SLA performance updates?
- How are support agent performance and adherence to SLA targets monitored? What are the specific performance guarantees for network security services outlined in an SLA?
- What details should be included in the service description section of an SLA?
- What are the exit strategies and data ownership considerations in managed services SLAs?
- What are the target handle times for different support channels? How is customer satisfaction measured in the context of support SLAs?
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