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SLA Awareness Quiz (Set A)

Authored by fallacia sitam

Professional Development, Other

1st - 3rd Grade

Used 8+ times

SLA Awareness Quiz (Set A)
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5 questions

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1.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

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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

2.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

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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.

3.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

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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.

4.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

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What is SAINS KPI for SLA commitment fulfillment ?

85%

90%

95%

100%

5.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

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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.

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