What is a SLA?

SLA stands for Service Level Agreement, but much more than that is a metric that can help us get the customer's satisfaction.

A Service Level Agreement (SLA) is a valuable metric for measuring response times and ensuring client satisfaction. By establishing specific response times across various communication channels, you can clearly convey these expectations to your clients. This not only helps clients understand when they can expect a response but also allows you to track your response times, evaluate the effectiveness of your service strategies, and develop plans for enhancing your service operations.