Tag: sla

An SLA, or service level agreement, is the part of a service contract that defines what level of service is promised and how it is measured. It usually covers availability, response and resolution times, support hours, priorities for different kinds of problems and what happens if targets are missed. For a business, an SLA turns vague promises into clear expectations and helps compare providers fairly. It also works internally, setting targets for how quickly a support team answers customers. Internet Solutions provides IT maintenance under long-term contracts that describe what we look after, from computers and networks to servers, backups and remote support. For customer service teams, Talkmio turns customer e-mails into numbered tickets with threads, priorities and SLA, so response times are visible rather than guessed. Reports on first-reply time help keep those targets realistic.