General CRM
Service Level Agreement (SLA)
A commitment defining the level of service expected from a provider, including metrics like response and resolution time.
Complete Definition
Service Level Agreements establish clear expectations for service delivery quality and timing. In CRM systems, SLAs automate escalation of overdue cases, track performance against targets, and provide reporting on service quality. They are crucial for customer service teams to prioritize work, maintain accountability, and demonstrate compliance with customer commitments.
Key Points
- 1Defines service expectations
- 2Includes response/resolution metrics
- 3Triggers automatic escalations
- 4Provides performance reporting
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