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What is the difference between SLA and TAT ?
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Answer Posted / nooran co.
Service Level Agreement measure the percetage of incidents
resolved within the agreed timelines. Example: 80% of calls
answered before agreed treshold of 20 secs.
Turn Around time is just the time it took to resolve the
issue. Example: "All cases escalated to Operations team
have a TAT of 6:20 hs"
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