Servicekriterier

Servicekriterier, often translated as service criteria or service level objectives (SLOs), are a set of measurable standards that define the expected performance and quality of a service. These criteria are crucial for setting clear expectations between service providers and their customers or users. They typically cover aspects such as availability, response time, throughput, and error rates.

For example, in the context of a cloud service, a servicekriterium might state that the service should have an uptime of 99.9% per month. Another might specify that a customer query should receive an initial response within 24 hours. These criteria are often documented in a service level agreement (SLA), which is a formal contract that outlines the commitments of the service provider.

The purpose of servicekriterier is to ensure accountability and provide a basis for performance monitoring and improvement. By defining specific, measurable, achievable, relevant, and time-bound (SMART) objectives, organizations can better manage service delivery and identify areas where performance needs to be enhanced. When servicekriterier are not met, there are often predefined remedies or penalties outlined in the SLA. Ultimately, well-defined servicekriterier contribute to customer satisfaction and trust.