SLA (Service Level Agreement)

A commitment to specific service performance standards measurable against response and resolution times.

Support

Definición

A Service Level Agreement is a contractual or internal commitment to specific service standards — most commonly first-response time and resolution time on customer tickets. SLAs typically vary by priority level and customer tier, with financial penalties for breach.

Puntos clave

Common SLA metrics: first response time, resolution time, uptime
Tier-based SLAs: P1 (urgent) 1-hour FRT, P3 (low) 24-hour FRT
Enterprise contracts often include SLA credits for breaches
SLA attainment is a key support-team health metric

Ejemplo

A P1 (production-down) ticket from an enterprise customer has a 30-minute first-response SLA. If the team doesn't respond within 30 minutes, the contract allows a service credit on the next invoice.

Condiciones relacionadas

First Response Time (FRT)CSAT (Customer Satisfaction Score)NPS (Net Promoter Score)

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