SLA (Service Level Agreement)

An SLA (Service Level Agreement) is a formal agreement between a service provider and a customer about the minimum service level that is guaranteed. In customer service, it often involves agreements about maximum response times, resolution times, availability, and escalation procedures.

SLAs are especially common in B2B relationships, where customers pay for a certain service level. Common SLA metrics are: first response within 1 hour, resolution within 24 hours, and 99.9% availability. Failing to meet SLAs can lead to penalties, credit arrangements, or reputational damage.

To enforce SLAs, you need tooling that automatically tracks whether you are staying within the agreed timelines. The system must issue warnings before an SLA is about to be breached, so your team can intervene in time.

Bugalou offers SLA tracking that lets you set maximum response and resolution times per customer or per priority. The system automatically warns when an SLA is about to be exceeded and can automatically escalate to the right team via workflows.