SLA Awareness Quiz (Set A)

What is SAINS Standard Response Time (# of hours)?

• 1 Working Hour, Cut-off time for responding to logged calls is 1 hour before end of Prime Coverage Hours

• 2 Working Hours, Cut-off time for responding to logged calls is 1 hour before end of Prime Coverage Hours

• 3 Working Hours, Cut-off time for responding to logged calls is 1 hour before end of Prime Coverage Hours

• 4 Working Hours, Cut-off time for responding to logged calls is 1 hour before end of Prime Coverage Hours

What is SAINS Standard Resolution Time (# of hours)?

• 1 Working Day after the problem is logged.
• 2 Working Days after the problem is logged.
• 3 Working Days after the problem is logged.
• 4 Working Days after the problem is logged.

What is Service Level Agreement (SLA)?

• SLA is a contract commitment between a Customer and the Service Provider (SAINS).
• SLA is a contract commitment between a Service Provider and the Service Provider.
• SLA is a contract commitment between a Customer and the Customer.
• SLA is a contract commitment between a User and the User.

What is SAINS KPI for SLA commitment fulfillment ?

• 85%

• 90%

• 95%

• 100%

If we FAIL to meet our Target Success Rate, we will be ….

• rewarded by the Customer.
• subject to a Penalty.
• praise by the Customer.
• viral by the Customer.