What is SLA?
SLA is an acronym for Service Level Agreement.
A company can define Service Level Agreement policies so that their users can better monitor their service level performance and meet a company’s service level goals. Service Level Agreements, or SLAs, are typically agreed upon between companies and their business customers.
SLA usually defines the time in which a ticket has to be replied to or completely resolved. If a company doesn’t comply with the agreed SLA policies, SLA violations occur. Often, they have to undergo penalties associated with SLA Violations, because many companies, especially large businesses, and enterprises, have their Service Level Agreements in writing.
Many IT help desk ticketing system solutions include SLA rules in their list of features. Contrary to popular belief, not only big IT enterprises rely on SLAs to both receive and deliver the best level of support. Most customer-centric businesses use some form of SLA policy. SLAs in LiveAgent work as a combination of SLA Levels and SLA Rules.
Frequently Asked Questions
What does SLA stand for?
The SLA, or service level agreement, defines the level of service expected from the provider. It defines the indicators by which the service is measured. It also includes remedial measures or penalties in the event of failure to achieve the agreed service level. This is one of the key elements of the contract.
What is the role of SLA?
SLA collects information about all services and expected reliability in one document. It defines metrics, responsibilities and expectations. The SLA is designed to protect both parties to the contract. It should be adjusted to business goals and activities.
Can you set a SLA in LiveAgent?
In LiveAgent you can set SLA. You have to go to Configuration, then select the Automation section, click SLA and Create Level. Then, after the appropriate setting, save and close.
Expert’s note
Implementing Service Level Agreements (SLAs) is crucial in providing exceptional customer service and ensuring customer satisfaction.
What is a Service Level Agreement (SLA)?
An SLA is a contract between a service provider and a customer, outlining responsibilities, expectations, penalties, and metrics. It sets expectations, provides legal protection, and improves customer experience. There are three types of SLAs and key components include service agreements, service management, penalties, customer support, security, privacy, pricing, and billing. Customer testimonials are essential for building trust and can be gathered through online forms, email newsletters, and social media.
LiveAgent Webinar 2: Email, Automation, SLA
Email templates and SLA levels are crucial for organizing ticket responses. Automation rules can notify agents of customer replies and escalate urgent tickets. Business hours and department-specific SLAs can be set up to streamline ticket management. Use tags and rules to automate ticket prioritization and notifications.