Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a formal agreement that defines expected service standards, including response times, resolution timelines, uptime, and performance metrics. It sets clear expectations and responsibilities for both parties.
In customer support, SLAs help teams prioritize issues and maintain consistency. Meeting SLAs builds trust and reliability, while missed targets highlight operational gaps. Strong SLA adherence improves service quality and customer confidence over time.
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