FleetSuperOperator.org GlossarySLA (Service-Level Agreement)

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SLA (Service-Level Agreement)

FSO v1.0

Updated: 2025-08-13

Definition

A formal target for a measurable outcome (e.g., "answer time P90 ≤ 60 s"). SLAs use distributions (P90) or medians, not means.

Related Terms

P90 (90th percentile)

Value at or below which 90% of observations fall. Used for SLA commitments.

Median

Middle value in a sorted dataset. Preferred for skewed time metrics.

First-contact resolution (FCR)

Share of tickets closed without a second interaction with the driver/customer.

Part of the Fleet Super Operator Standard (FSOP) v1.0 •Editorial Policy