What is an SLA?

A Service Level Agreement (SLA) is a formal contract between a service provider and a customer, outlining the agreed standards of service delivery. In customer support, SLAs define the timeframes within which the provider must respond to and resolve customer queries. These agreements are tailored to align with business functions such as support, servicing, and upgrades. 

SLAs in Raiseaticket 

In Raiseaticket, SLAs are associated with your organization’s operating or business hours to ensure timely and effective responses to customer queries. 

• Default SLA Configuration: 
  • Response Time: 4 hours.
  • Operating Hours: 8 hours per day, 5 days per week, including holidays.
• Customization Options: 
  • Edit the response and resolution time in SLA Settings.
  • Adjust days of the week and holidays in Operating Hours Settings to reflect your business requirements.

SLAs help maintain accountability, ensure better response times, and improve customer satisfaction by defining clear service expectations. With customizable SLA settings in Raiseaticket, businesses can align support operations with their unique needs.