Service Level Agreements (SLA)

SLAs are commitments that define the level of service customers can expect. This could be uptime or response time. Learn more about SLAs here.

What are Service Level Agreements (SLAs)?

Service Level Agreements (SLAs) are standardized commitments that define the level of service customers can expect from a support organization.

Common SLAs include:

  • First response time - The time to initially respond to a customer request. Example: 90% of chats answered within 1 minute.
  • Resolution time - The time to resolve an issue. Example: 80% of email tickets resolved within 8 business hours.
  • Uptime - The percentage of time services are operational. Example: 99.9% uptime for platform.
  • Reporting - How often service metrics like response times will be reported.

SLAs provide clear, measurable standards for performance. They set customer expectations for the service experience.

Why SLAs Matter in Customer Support

SLAs help align customer expectations with service capabilities. Well-defined SLAs avoid overpromising.

SLAs give customers confidence that the organization values their time and priorities. This builds trust and loyalty.

For teams, SLAs provide performance targets to work towards. Metrics can be tracked to measure SLA compliance over time.

Missed SLAs indicate where processes need improvement to consistently meet standards. Teams can identify solutions to commonly missed SLAs.

Key Takeaways

  • SLAs set standardized commitments for service performance.
  • They provide clear expectations to customers.
  • SLAs give teams performance targets to work towards.
  • Missed SLAs show opportunities for process improvements.
  • Tracking SLA metrics builds customer confidence and trust.

Defining Service Level Agreements is essential for managing customer expectations. For support teams, SLAs provide standards driving continuous service improvements.