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https://www.castsoftware.com/glossary/application-support-sla
Application Support SLA Metrics: Monitoring Maintenance and Support Contracts. Simply relying on Service-Level-Agreements (SLA) alone to monitor outsourcing activity does not provide the insight companies need to maintain confidence in the output they receive from their vendors.
https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
The software gives you multi-channel support capabilities, allowing you to gather and organize customer data from all customer contact points for easy service/support delivery. Reports and dashboards. Dig deep into your customers’ needs through dashboards and reports to give you metrics on your customer support performance.Author: Nestor Gilbert
https://www.zendesk.com/resources/top-10-help-desk-metrics/
Top 10 help desk metrics. Actionable data; ... Full resolution time is the time from when a support request is created in your software to when it is solved for the last time. A growing gap in these numbers may mean that additional training is required to eliminate your agents having to respond and revisit the same problem multiple times ...Author: Andrew Gori
https://itservicemanagement-itil.com/key-metrics-application-outsourcing-measure/
Application outsourcing engagements are typically governed via specific service agreements that are comprised of a number of SLAs. Metrics are a critical ingredient of an SLA. There are dozens of metrics that could potentially be measured for outsourced application support and maintenance services. Tackle the Basics First Days & Hours Unit of Time …
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