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 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..