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WorksheetsSLA Awareness Quiz 2023
Total questions: 10
Worksheet time: 10mins
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.
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.
