all times. Service with good responsiveness will perform the desired action promptly after the customer requests it. Monitoring process and service level reporting: This component describes how the performance levels are supervised and monitored. This process involves gathering different types of statistics, how frequently these statistics will be collected and how they will be accessed by the customers. The steps for reporting issues with the service: This component will specify the contact details to report the problem and the order in which details about the issue have to be reported. The contract will also include a time range in which the problem will be looked into and when the issue will be resolved. Response and issue resolution time frame: The response time frame is the period by which the service provider will start the investigation of the issue. Issue resolution time frame is the period by which the current service issue will be resolved and fixed. Repercussions for the service provider not meeting its commitment: If the provider is not able to meet the requirements as stated in SLA then the service provider will have to face consequences. These consequences may include the customer's right to terminate the contract or ask for a refund for losses incurred by the customer due to failure of service. Common metrics A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs: Abandonment Rate: Percentage of calls abandoned while waiting to be answered. A corresponding SLO may be: the abandonment rate of all the calls over the last 30 days should be < 30%. ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk. A corresponding SLO may be: the ASA of all the calls over the last 30 days should be < 20 seconds. TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds. A corresponding SLO may be: >90% of the calls over the last 30 days should be answered within 20 seconds. FCR (First-Call Resolution): A metric that measures a contact center's ability for its agents to resolve