[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"cms-entry-glossary-sla-en":3},{"message":4,"data":5,"success":39},"OK",{"id":6,"entry_type":7,"locale":8,"slug":9,"title":10,"summary":11,"body":12,"blocks":13,"author_name":14,"published_at":15,"updated_at":15,"data":16,"category":14,"tags":17,"related":18,"alternates":31,"seo":35,"cover":14,"media":38,"preview":37},22,"glossary","en","sla","SLA (Service Level Agreement)","An SLA defines the response and resolution times a support or service team promises to its customers.","An **SLA (Service Level Agreement)** is a measurable promise a provider makes to its customers. Support teams usually define two times:\n\n- **First response time:** from case creation to the first reply sent to the customer.\n- **Resolution time:** from case creation to the issue being fixed.\n\nTargets 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\u002F7.\n\n## Why it matters\n\nAn 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.\n\n## In CRModular\n\nYou 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](\u002Fen\u002Fblog\u002Fhow-to-set-slas-for-service-teams).\n",[],null,"2026-10-03T20:37:10.375Z",{},[],[19,23,27],{"slug":20,"title":21,"summary":22,"entry_type":7},"churn","Churn (Customer Churn Rate)","Churn is the share of customers who end the relationship or do not renew their contract within a given period.",{"slug":24,"title":25,"summary":26,"entry_type":7},"cpq","CPQ (Configure, Price, Quote)","CPQ software combines product configuration, pricing rules and quote creation in one flow so sales teams produce correctly priced quotes quickly.",{"slug":28,"title":29,"summary":30,"entry_type":7},"crm","CRM (Customer Relationship Management)","CRM is the approach — and the software — a company uses to keep customer, sales and support information in one system and manage it as a team.",[32,33],{"locale":8,"slug":9},{"locale":34,"slug":9},"tr",{"title":36,"description":11,"canonical_url":14,"noindex":37,"og_image":14},"What Is an SLA? Service Level Agreement | CRModular Glossary",false,{},true]