leveringsnivå

Leveringsnivå refers to the standard of service that a supplier promises to deliver to its customers. It is a crucial component of service level agreements (SLAs) and defines the measurable performance targets for a service. Essentially, it outlines what the customer can expect in terms of reliability, availability, and quality of a service.

Commonly, leveringsnivå is expressed through key performance indicators (KPIs). These might include metrics such as uptime percentage, response time for support requests, delivery timelines for goods, or resolution times for issues. For example, a leveringsnivå for a cloud service might specify 99.9% uptime per month, while for a delivery service, it could be 95% of packages delivered within 24 hours.

Setting and adhering to a clear leveringsnivå helps manage customer expectations and provides a benchmark for service providers to measure their performance. When a supplier fails to meet the agreed-upon leveringsnivå, it often triggers predefined remedies or penalties outlined in the SLA, such as service credits or other forms of compensation. This ensures accountability and reinforces the commitment to quality service. The concept is fundamental in business-to-business relationships, particularly in IT, telecommunications, logistics, and customer support.