Support SLAs: How to Define Response & Resolution That Actually Work
SLAs that improve operations — not just pressure teams.
TL;DR: SLAs that improve operations — not just pressure teams.
Define SLA terms
- First response vs resolution
- Business hours vs 24/7
Priority matrix
- P1–P4 definitions
- Impact vs urgency
Use breaches well
- Early warning, not blame.
- Automatic escalations.
Dashboards
- Backlog by priority
- Top breach reasons
Rollout
- Pilot team
- Iterate after 2 weeks