Service Level Agreement (SLA)

Service Level Agreement or SLA is a term used to describe your policy on how long until issues get resolved, customers get responded to or other time sensitive matters are dealt with. Having an SLA is important customers know you will respond to them in a timely manner and address the issues. It also helps to keep your team accountable and can be measured as a Key Performance Indicator (KPI). SLA’s are something every customer service oriented company should have in place.

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