How do you measure SLA compliance?
In short and in plain language
We record all incidents and actions in our system. The response times are logged there too. So every promise can be backed up with true time stamps.
The figures appear in our status report. We also talk them over with you. This shows you how your shop is doing.
All incidents, response times and measures taken are logged in our system, so every commitment can be substantiated by real timestamps rather than estimates. This creates an objective basis for evaluating service quality.
These SLA metrics feed into the monthly status report and are additionally discussed together in the quarterly review. This way you see not only that we keep our commitments but also where trends are emerging, such as recurring incidents around a particular plugin. This transparency is closely interlinked with our monitoring and gives you a realistic picture of your shop's condition at all times.