'Time to' KPIs in allocation agreements
As a service provider you are contractually obliged to meet the SLAs that you agreed with your customer. These are based on 'Time to' criteria, which are the KPIs (key performance indicators) for a service agreement.
The following 'Time to' KPIs can be used when working with allocation agreements:
• Time respond (TTR) - The time required to react to an assigned order.
• Time to attend (TTA) - The time required for an engineer / technician to be on site to investigate / fix the problem.
• Time to fix (TTF) - The time required to provide a solution. This solution can be temporary or permanent.
• Time to complete (TTC) - The time within which the order should be completed.
The deciding factor for allocating a stand-by team / team member to a work order is the 'Time to' criterion that is marked as the primary criterion. Stand-by teams are responsible for meeting the first criterion if non-regular working hours apply.
If the 'primary' time to is not found on the work order, the 'Time to' criteria that follow it are applied (in this order): TTA > TTF > TTC, until a value is found.