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Service Level Agreements, SLAs in short, are commitments made by a business to its customers. In the context of Helpdesk and Customer Support, these define, time-frames within which a Ticket Reply, Update to a Customer or a resolution needs to happen on any customer ticket.
SLAs, are also used within Support Teams, to define standards and help setup support processes. Regardless of the use-case, SLAs can be completely customized and configured to fit the Work Hours of different teams.