An SLA (Service Level Agreement) is a measurable promise a provider makes to its customers. Support teams usually define two times:
- First response time: from case creation to the first reply sent to the customer.
- Resolution time: from case creation to the issue being fixed.
Targets usually depend on case priority (for example 1 hour first response for critical cases, 8 hours for low priority) and can run during business hours only or 24/7.
Why it matters
An SLA tells customers what to expect and gives the team a clear order of work. An SLA that is not measured is only noticed when a customer complains.
In CRModular
You define an SLA policy per priority; every case shows the time left for first response and resolution, and overdue cases are flagged as breached automatically. For how to choose targets, read How to set SLAs for service teams.