SLA (Service Level Agreement)

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

Support

Ufafanuzi wa

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.

Pointi muhimu

  • 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
Mfano wa Mfano

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.

Maneno yanayohusiana

Kuacha kutumia zana za kufuatilia hii

KamoCRM inaunganisha CRM, mawasiliano, na shughuli - metrics neno hili linaelezea kuwa dashibodi za kuishi katika nafasi yako ya kazi.

Kuanza bureMtazamo wa beiPicha ya glossary