What is an SLA?
A Service Level Agreement (SLA) is a written commitment from a support team to its customers (or its own management) about specific targets: response time, resolution time, uptime, and similar. SLAs are how support quality moves from "we try our best" to "we hit these numbers or there is a consequence".
Common SLA targets
A support SLA defines measurable commitments such as response or resolution targets. Specify covered hours, severity levels, exclusions and the way each target is measured. Product availability and customer-support response are separate commitments.
Tiered SLAs
Severity tiers can assign different targets to an outage, a degraded service and a routine question. Define the impact criteria and escalation path so customers and agents understand how priority is assigned.
Tracking breaches
A breach means a defined target was missed. Contractual remedies depend on the agreement. Message.com reporting helps inspect supported response and service metrics; check each report’s fields rather than assuming every metric is available at every level.
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