Wat zijn voorbeelden van prestatie parameters in SLA's?

Meer algemeen: prioriteiten, verantwoordelijkheden, beschikbaarheid, up-time, frequentie en tijdigheid van wederzijdse informatieuitwisseling.
Bijvoorbeeld in  IT Service Management in het geval van een call center of service desk. Parameters die daarvoor als regel worden gebruikt zijn o.m.:

• AR (Abandon Rate): Percentage of calls abandoned while waiting to be answered.
• ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
• TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g. 80% in 20 seconds.
• FCR (First Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback, or without having the caller call back the helpdesk to finish resolving the case.
• Uptime Agreements are another very common metric, often used for data services such as shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, etc.