An SLA breach occurs when a customer inquiry isn't answered or resolved within the agreed response time.
An SLA breach happens when a ticket isn't picked up or resolved within the agreed timeframe, such as a 2-hour response for urgent tickets. For B2B customers with formal contracts, this can carry financial consequences.
Breaches usually stem from capacity shortages, poor routing, or a lack of warnings before a deadline passes. Visibility is key to preventing them.
Bugalou sends automatic alerts to agents and team leads right before an SLA is at risk of being breached, so urgent tickets always get picked up on time.
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