Work

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Across
  1. 2. Effort Estimation Turn Around for 16 estimates submitted before dev start out of 20 estimates ( in %)
  2. 7. SLA covers the bug fixes that could not be deployed to production
  3. 8. Expected service level of application up-time vs the total hours ( in words )
  4. 9. Response time for S1 and S2 incidents during work hours ( in minutes)
  5. 10. CSAT Score for best performance (in words)
Down
  1. 1. Ms.Kim got Severity1 incident call on her holiday and she responded the incident in an hour. The expected Response Time SLA has been reached. is this RIGHT or ERONG?
  2. 3. KPI calculated on Quarterly basis
  3. 4. For RCA SLA, how many days would be expected to complete Severity item ( in words)
  4. 5. Mr.James Team has 30 UAT bug fixes delivered out of which 29 has been signed off in UAT and reported that Expected Service Level has been achieved. According to the SLA, is this RIGHT or WRONG?
  5. 6. Expected Service Level for restoration time SLA