SLA (service level agreement)

An SLA is a commitment on how fast a company replies to a customer and solves the issue.

An SLA (Service Level Agreement) sets measurable deadlines: for example, a first reply within 15 minutes and a resolution within 24 hours. Deadlines can differ by priority and customer tier.

In a support CRM the SLA turns into timers on each request. A breach is recorded in reports, and an approaching deadline is highlighted to the agent and the manager.

The main value of an SLA is predictability: customers know what to expect, and the team knows what to look at first.