A commitment defining response and resolution time targets for support.
A Service Level Agreement (SLA) in customer support defines the committed response time (first reply) and resolution time for different priority levels of customer inquiries. SLAs create accountability and set customer expectations.
SLAs are typically structured by priority: P1 (critical — 15min response, 4hr resolution), P2 (high — 1hr response, 8hr resolution), P3 (medium — 4hr response, 24hr resolution), P4 (low — 8hr response, 48hr resolution). Business hours, holidays, and pause conditions affect SLA calculations.
Lodgestory supports configurable SLA policies with business-hours awareness, breach alerts, escalation triggers, and real-time SLA compliance dashboards.
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