Flexy Asset Administration System
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SLA METRICS MASTER LIST



ASSET TYPE Metric Name Description Target Value UnitOfMeasure Priority Level Penalty Clause
Metric Name Target Value
Building Assets Access Control Availability System uptime percentage 99 Percentage High N$100 per 1% below target
- Access Control Availability 99
Building Assets Elevator Downtime Maximum total downtime per month 3 Hours Critical N$500 per additional hour
- Elevator Downtime 3
Building Assets Fire Alarm Inspection Frequency Interval between preventive checks 30 Days Medium N$200 per missed inspection
- Fire Alarm Inspection Frequency 30
Building Assets HVAC Response Time Time to attend to air conditioning faults 2 Hours High N$250 per hour delay
- HVAC Response Time 2
Building Assets Security Camera Recovery Maximum repair turnaround for camera failures 24 Hours Medium N$150 per camera delayed
- Security Camera Recovery 24
Fleet Assets Breakdown Response Time to dispatch mechanic after breakdown 1 Hours Critical N$500 per hour delay
- Breakdown Response 1
Fleet Assets Fuel Efficiency Minimum acceptable fuel economy 12 Km/L Medium 5% deduction per unit below target
- Fuel Efficiency 12
Fleet Assets Inspection Compliance Percentage of vehicles passing inspection 100 Percentage High N$200 per failed inspection
- Inspection Compliance 100
Fleet Assets Maintenance Turnaround Time to complete scheduled servicing 48 Hours Medium N$100 per delayed service
- Maintenance Turnaround 48
Fleet Assets Vehicle Availability Percentage of time vehicle is operational 95 Percentage High N$200 per day unavailable beyond target
- Vehicle Availability 95
Industrial Equipment Downtime per Month Maximum allowable downtime 2 Hours High N$500 per hour over target
- Downtime per Month 2
Industrial Equipment Emergency Response Time Time to respond to urgent maintenance calls 1 Hours Critical N$1,000 penalty for missed target
- Emergency Response Time 1
Industrial Equipment Mean Time Between Failures (MTBF) Average uptime between two failures 200 Hours Medium Service credit of N$200 if below target
- Mean Time Between Failures (MTBF) 200
Industrial Equipment Mean Time to Repair (MTTR) Average time to repair equipment after failure 6 Hours High N$300 per hour beyond SLA
- Mean Time to Repair (MTTR) 6
Industrial Equipment Preventive Maintenance Completion Percentage of scheduled PM tasks completed on time 95 Percentage Medium 2% of contract value per missed PM
- Preventive Maintenance Completion 95
IT Equipment Backup Success Rate Percentage of scheduled backups completed successfully 98 Percentage Medium 0.5% fee deduction per 1% shortfall
- Backup Success Rate 98
IT Equipment Network Latency Maximum acceptable network response delay 100 Milliseconds High $100 for every 10ms above target
- Network Latency 100
IT Equipment Patch Deployment Time Maximum delay for applying security patches after release 7 Days Medium $50 per missed patch cycle
- Patch Deployment Time 7
IT Equipment Resolution Time Maximum time to restore system functionality after outage 4 Hours High $250 per hour beyond target
- Resolution Time 4
IT Equipment Response Time Maximum time to respond to system outage alerts 1 Hours Critical $100 per hour of delayed response
- Response Time 1
IT Equipment System Uptime Minimum percentage of operational time per month 99.9 Percentage High 1% of monthly fee for each 0.1% below target
- System Uptime 99.9
Office Equipment Preventive Maintenance Completion rate of scheduled equipment checks 100 Percentage Low N$25 per missed maintenance
- Preventive Maintenance 100
Office Equipment Replacement Turnaround Time to replace failed device beyond repair 3 Days Medium N$100 per day beyond target
- Replacement Turnaround 3
Office Equipment Resolution Time Time to complete printer/copier repairs 8 Hours Medium N$100 per hour beyond SLA
- Resolution Time 8
Office Equipment Response Time Time to respond to printer/copier service requests 2 Hours High N$50 per hour delay
- Response Time 2
Office Equipment Toner Supply Lead Time Maximum delay in replacing toner cartridges 24 Hours Medium N$50 per delayed replacement
- Toner Supply Lead Time 24
Utility Systems Maintenance Schedule Compliance Completion of planned maintenance activities 95 Percentage Low N$50 per missed maintenance
- Maintenance Schedule Compliance 95
Utility Systems Power Restoration Time to restore power after outage 2 Hours Critical N$500 per hour delay
- Power Restoration 2
Utility Systems System Alert Response Time to acknowledge and act on system alarms 15 Minutes High N$100 per missed alert
- System Alert Response 15
Utility Systems Temperature Compliance % of time within allowed temperature range 98 Percentage Medium N$100 per 1% deviation
- Temperature Compliance 98
Utility Systems Water Supply Continuity Minimum uptime percentage 99.5 Percentage High N$200 per 0.5% below target
- Water Supply Continuity 99.5