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 note
Implementing Service Level Agreements (SLAs) is crucial in providing exceptional customer service and ensuring customer satisfaction.
Need to improve your customer service?
Customer service is vital, with support and service required before, during, and after purchases. It's crucial to measure metrics like CSAT, NPS, CES, and FRT to ensure customer satisfaction. A CSAT score of 80% or higher is ideal.
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