Minimum Service Level (Definition)

Following an indicent it may not be practical or desirable to immediately recover a business process to its former state. The Minimum Service Level defines the level to which the process must be recovered during the recovery period: recovery to normal service levels can be deferred until later.

For example, a call center might reduce or eliminate its outbound calling while recovery is taking place, or handle outgoing calls manually using a paper system.

It's also possible for the Minimum Service Level to be higher than the normal service level in some business processes. For example, a call center might have to handle a large number of incoming calls from worried customers and staff.