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 between companies and their business customers.
SLA usually defines the time in which a ticket has to be replied to or completely resolved. If company doesn’t comply with their SLA policies, SLA violations occur. Often, they have to undergo penalties associated with SLA Violations, because many companies, especially large business and enterprise, have their Service Level Agreements in writing.
SLAs in LiveAgent work as a combination of SLA Levels and SLA Rules.
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.
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.
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.
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