Service Level Management

Assemble an SLM package that’s genuinely reflective of the service you receive. You decide which service levels are meaningful to your business and we craft an SLA to fit.

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A flexible approach to Service Level Management

Our ITIL-aligned approach to service level management (SLM) goes beyond the standard service level agreement (SLA) to incorporate sophisticated measures into the level of support being delivered. Essential service level objectives (SLOs) like response times, average and maximum hold times for calls, notification and escalation times, and troubleshooting windows are complemented by next-level measures, including time-to-impact assessments, time-to-restore by responsible party, and many others.

With the flexibility to choose which service levels reflect your measures for success, we help you assemble the SLM package that reflects the specific demands of your IT environment while balancing business goals and budget each step of the way.

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Case Study: Large Data Center Company

Learn how INOC built operational capacity and reduced response time for a large data center, colocation, and interconnection provider with more than 20 facilities across the United States.

Read the Case Study

A more meaningful approach to service level management

SLAs are the formal agreements that document service level targets and specify the responsibilities between our team and yours. At INOC, we take service level measurement to the next level. In addition to standard KPI reporting, which includes monthly SLA measurements, we deliver an array of additional SLOs to better measure performance and keep both teams aligned on success.

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A few examples

  • Time to Notify (for alarms and various priorities)
  • Time to Notify (for email)
  • Mean Time to Impact Assessment (TTIA)
  • Mean Time to Notify Third-Party
  • Time to Answer (for calls and emails)
  • Time to Acknowledge (TTA)
  • Ticket Update Frequency
  • Mean Time to Restore (MTTR)

Get the complete picture of service level success

A handful of rigid service levels rarely tells the full story about the quality of NOC service you receive. Our SLM model combines critical KPI reporting with a broader, often more meaningful set of objectives that bring additional data and context into view. With each monthly report, you’ll come away with precise reporting and big picture perspective into every dimension of service. Reports aren’t just handed off. We unpack the details and stay on top of changes within your organization to ensure your service levels directly reflect the support you receive.

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Take the first step toward a more effective and efficient NOC

Want to learn more about our approach to service level management? Tell us a little about yourself, your infrastructure, and your challenges. We'll follow-up within one business day by phone or email.
Request a NOC Consultation
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