SLA Management
SLA ManagementSLA Management focuses on establishing, monitoring, and optimizing Service Level Agreements (SLAs) between internal teams—such as sales, product, and customer success—and external stakeholders, including customers and partners. It makes the motion operational through ownership, routines, and cross-functional follow-through. Relevant KPIs include First Response Time and Resolution Time.SLA
SLA Management
SLA
activity
Service Level Agreements
Operations
Customer Success
Support Manager
Support Case
Retention
Service Level Agreements
Operations
Customer Success
Support Manager
Support Case
Retention
Domain: Service Level AgreementsMotion: OperationsOwner: Customer SuccessOwner: Support ManagerEntity: Support CaseStage: Retention
SLA
SLA Management focuses on establishing, monitoring, and optimizing Service Level Agreements (SLAs) between internal teams—such as sales, product, and customer success—and external stakeholders, including customers and partners. It makes the motion operational through ownership, routines, and cross-functional follow-through. Relevant KPIs include First Response Time and Resolution Time.
Related KPIs
Section titled “Related KPIs”| Metric | Description |
|---|---|
| First Response Time | First Response Time (FRT) is the average time it takes for a customer support team to provide an initial response to a customer inquiry. It reflects the speed and efficiency of a company’s ability to acknowledge and address customer concerns. |
| Resolution Time | Resolution Time measures the amount of time it takes to resolve a customer issue or ticket from the moment it is raised to when it is marked as resolved. It tracks the speed and efficiency of support teams in addressing customer concerns. |
| Time to Resolution | Time to Resolution (TTR) measures the average time it takes for a support team to fully resolve a customer inquiry, issue, or ticket. It starts when the issue is reported and ends when it is marked as resolved. |