FCR is the percentage of incidents resolved during the initial contact with the NOC. A high FCR rate is a strong indicator of the NOC’s efficiency and the competence of its staff. It shows that issues are being handled promptly without the need for escalations or multiple interactions.

Network uptime is a direct measure of the network’s availability and reliability. This metric is typically expressed as a percentage of the total available time that the network is operational. High network uptime signifies that the NOC successfully maintains continuous network operations, which is crucial for business continuity.

SLAs are contracts that outline the expected performance and service standards agreed upon by the service provider and the client. SLA compliance metrics track whether the NOC meets these agreed standards. This includes parameters such as uptime guarantees, response times, and resolution times. Consistent compliance with SLAs reflects the reliability and accountability of the outsourced NOC services.

MOre info: MIDS/MIPS Services