servicegrades

Servicegrades refer to a framework used by service providers to classify the level of service offered to customers. The terms describe predefined tiers that specify the scope, performance targets, and support associated with a contract or subscription. There is no single global standard; definitions vary by industry and provider.

Typically, servicegrades are organized into levels such as Bronze/Silver/Gold or Standard/Enhanced/Premium. Each grade defines what is included, the expected performance metrics, the channels and hours of support, and any geographic coverage.

Common components include service scope, uptime or availability targets, response and resolution times by incident severity, escalation procedures, and remedies such as service credits. Higher grades may impose stricter targets and may require additional security, compliance, or on-site support.

Measurement and governance rely on monitoring and reporting. Contracts specify how targets are measured, how data is verified, and how credits are issued if targets are missed. Regular reviews and renewal terms help align grades with changing requirements.

Use of servicegrades varies by sector. In cloud computing and IT services, grades often resemble SLAs with defined credits. In field service or maintenance, grades may reflect on-site response times and coverage obligations. Buyers should review terms to ensure alignment with needs.

See also: service level agreement, service tier.