What is a Service Level Agreement (SLA)

Basic Concept of SLA

A feature that sets target response times and resolution times for customer support and manages compliance status. It can send alerts to prevent SLA violations.

Specific Configuration Examples

For example, you can set standards such as “initial response within 1 hour” and “resolution within 24 hours,” and create a system that automatically issues warnings for unhandled tickets. This allows you to achieve both customer satisfaction and contract compliance.

Key Features of SLA

Main Points

  • Ability to set standards for response and resolution times
  • Alert notifications to prevent SLA violations
  • Support for contract compliance with customers
  • Visualization of team performance
  • Maintenance of consistent service quality