Service Level Agreement
A commitment to respond to or resolve customer requests within a defined time, tracked and enforced by the support system.
Glossary/Service Level Agreement
A Service Level Agreement (SLA) in support defines the response and resolution times a team commits to — for example, first reply within one hour, resolution within one business day. SLAs set clear expectations for customers and give teams measurable targets.
Support software enforces SLAs with timers that track each conversation against its target and escalate or alert managers before a breach. Combined with business hours and priority levels, SLAs ensure urgent issues get attention first and nothing quietly slips past its deadline.
LiveBotIQ lets you configure business hours and SLA targets per inbox, with automatic escalation on breach.
Related terms
See Service Level Agreement at work in LiveBotIQ
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