The watermelon SLA effect means that metrics look green in the outside, but in fact are red in the inside. It happens when a service provider misses out business functionalities and outcomes that are important for the customer
The 'watermelon SLA' effect occurs when the SLA metrics focus on internal performance measures (like uptime or resolution times) that appear green (successful) in reports, but the customer's actual experience and satisfaction (the "inside" of the watermelon) is poor (red). This highlights a disconnect between internal measures and customer-perceived value.
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Nene171
Highly Voted 3 years, 3 months agohaverner
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3 years, 2 months ago