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What is SLA?
SLA is an acronym for Service Level Agreement.
A company can define Service Level Agreement policies so that their users can better monitor their service level performance and meet a company’s service level goals. Service Level Agreements, or SLAs, are typically agreed upon between companies and their business customers.
SLA usually defines the time in which a ticket has to be replied to or completely resolved. If a company doesn’t comply with the agreed SLA policies, SLA violations occur. Often, they have to undergo penalties associated with SLA Violations, because many companies, especially large businesses, and enterprises, have their Service Level Agreements in writing.
Many IT help desk ticketing system solutions include SLA rules in their list of features. Contrary to popular belief, not only big IT enterprises rely on SLAs to both receive and deliver the best level of support. Most customer-centric businesses use some form of SLA policy. SLAs in LiveAgent work as a combination of SLA Levels and SLA Rules.
Frequently Asked Questions
What does SLA stand for?
The SLA, or service level agreement, defines the level of service expected from the provider. It defines the indicators by which the service is measured. It also includes remedial measures or penalties in the event of failure to achieve the agreed service level. This is one of the key elements of the contract.
What is the role of SLA?
SLA collects information about all services and expected reliability in one document. It defines metrics, responsibilities and expectations. The SLA is designed to protect both parties to the contract. It should be adjusted to business goals and activities.
Can you set a SLA in LiveAgent?
In LiveAgent you can set SLA. You have to go to Configuration, then select the Automation section, click SLA and Create Level. Then, after the appropriate setting, save and close.
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Expert’s note
Expert’s noteImplementing Service Level Agreements (SLAs) is crucial in providing exceptional customer service and ensuring customer satisfaction.
LiveAgent Webinar 2: Email, Automation, SLA
Email templates and SLA levels are crucial for organizing ticket responses. Automation rules can notify agents of customer replies and escalate urgent tickets. Business hours and department-specific SLAs can be set up to streamline ticket management. Use tags and rules to automate ticket prioritization and notifications.
The article highlights the significance of Service-Level-Agreements (SLAs) in offering measurable and efficient customer service. It explains SLA policies and levels while mentioning LiveAgent's compliance and log reports, features, integrations, and pricing, as well as solutions like VoIP phone systems and email management software. The article further offers related resources and a free trial for generating SLA log reports. It also talks about the consequences of SLA violations and ways to avoid them. LiveAgent provides a software tool to manage SLAs using rules and levels and lets administrators monitor SLA compliance and violations for timely resolution. The article ends by providing additional resources on SLAs and customer service tools.
