Final answer:
To track an SLA's status and times, use a Performance SLA to define service metrics, combined with a Reporting SLA for regular performance reports and potentially a real-time monitoring system for transparency and proactive management.
Step-by-step explanation:
To track the status and times of a Service-Level Agreement (SLA), you should use a Performance SLA combined with a Reporting SLA. The Performance SLA will outline the expected levels of service performance, which typically includes metrics such as uptime percentages, response times, and resolution times. It's essential to ensure these metrics are measurable and unambiguous, allowing for clear tracking and assessment.
A Reporting SLA will often accompany the Performance SLA, which stipulates how and when the service performance reports will be delivered to the company. This can involve daily, weekly, or monthly reports with detailed analytics on the SLA metrics. Usually, these reports are used for monitoring performance and verifying compliance with the outlined standards.
Additionally, it can be useful to include specifications for an SLA monitoring system and a dashboard that allows real-time tracking of SLA compliance. This approach adds a layer of transparency and aids in proactive service management. Additionally, terms defining SLA reviews and adjustments should be established to adapt to changing company needs or performance issues.