SLA Awareness Quiz 2023

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

• The Response Time shall not more than 1 working hour from the time the problem is reported to SAINS Contact Centre and the Cut-off time for responding to logged calls is 1 hour before end of Prime Coverage Hours.

• The Response Time shall not more than 2 working hours from the time the problem is reported to SAINS Contact Centre and the Cut-off time for responding to logged calls is 1 hour before end of Prime Coverage Hours.

• The Response Time shall not more than 2 working hours from the time the problem is reported to SAINS Contact Centre and the Cut-off time for responding to logged calls is 2 hours before end of Prime Coverage Hours.

• The Response Time shall not more than 3 working hours from the time the problem is reported to SAINS Contact Centre and the Cut-off time for responding to logged calls is 2 hours before end of Prime Coverage Hours.

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

• The Resolution Time shall not be more than 1 working das after the problem is reported to SAINS Contact Centre.

• The Resolution Time shall not be more than 2 working days after the problem is reported to SAINS Contact Centre.

• The Resolution Time shall not be more than 3 working days after the problem is reported to SAINS Contact Centre.

• The Resolution Time shall not be more than 4 working days after the problem is reported to SAINS Contact Centre.

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.

Which of the following is NOT SAINS Application Systems?

• Apple pay

• Spay Global

• CACTUS

• Cybix

In SAINS, what is ISP stand for and their roles?

• ISP is Internal Service Professor who provides solution and support to the customer.

• ISP is Internal Service Police who provides solution and support to the customer.

• ISP is Internal Service Provider who provides solution and support to the customer.

• ISP is Intelligent Service Police who provides solution and support to the customer.

What is Prime Coverage Hours in SLA?

• Prime coverage hours is the non - working hours of the agency.

• Prime coverage hours is the time when the agency holiday.

• Prime coverage hours is the special rest day of the agency.

• Prime coverage hours is the operational hours or working hours of the agency.

Which of the following is the correct steps to request for "The Extension Of Time"?

• Customer Approval > Proof/Evidence > Update d'CROWN Ticket > SLM Manager Approval

• Customer Approval > Proof/Evidence > SLM Manager Approval

• Customer Approval > Update d'CROWN Ticket > SLM Manager Approval

• Customer Approval > Proof/Evidence > Update d'CROWN Ticket

What is SLAMS?

• SLAMS is a Service Level Agreement Management Systems where you can view the SLM profile beside d'CROWN.

• SLAMS is a Service Level Agreement Management Systems where you can view the SLA profile beside Cybix.

• SLAMS is a Service Level Agreement Management Systems where you can view the SLA profile beside Spay Global.

• SLAMS is a Service Level Agreement Management Systems where you can view the SLA profile beside d'CROWN.