What is SLA?

Service Level Agreement

Definition

A commitment to respond to or resolve customer issues within defined times.

In depth

SLAs make support accountable. EazyCXM derives due times from priority and escalates approaching or breached deadlines automatically.

Support & Success

Related terms

More on Support & Success

Ticket

A tracked record of a customer issue or request from creation to resolution.

Helpdesk

A system for receiving, organising and resolving customer support requests.

CSAT

A measure of how satisfied customers are with a product, service or interaction.

NPS

A loyalty metric based on how likely customers are to recommend you.

SLA, made practical

EazyCXM puts concepts like this to work across your business — see it on a demo.

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