Support
이름 *
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.
키 포인트
- 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
이름 *
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.