SLA

Last updated 2026-05-01

Definition

A service-level agreement (SLA) in customer support is a documented commitment to respond to or resolve customer issues within a defined time. Common SLA targets cover first response time, full resolution time, and uptime, often differentiated by ticket priority and customer tier.

Common SLA targets

First response time SLA: e.g., respond within 1 hour for high-priority tickets, 4 hours for medium, 24 hours for low. Resolution time SLA: e.g., resolve high-priority within 8 hours. Uptime SLA: e.g., 99.9% monthly uptime for the platform.

How to set realistic SLAs

Start with current performance — measure actual P50 and P90 response times before committing to a number. Differentiate by priority and channel (live chat SLAs should be tighter than email). Build in headroom for spikes and out-of-hours coverage.

Frequently asked questions

What is an SLA in customer support?

A service-level agreement is a documented commitment to respond to or resolve customer issues within a defined time, often differentiated by priority and customer tier.

How do you set a realistic SLA?

Measure your current P50 and P90 response and resolution times first, differentiate by priority and channel, and build in headroom for spikes and out-of-hours coverage.

What happens when an SLA is breached?

In customer-facing SLAs, breaches may trigger credits or escalations. Internally, breaches should trigger automatic notifications, supervisor review, and root-cause analysis.

Related terms

First response time CSAT

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