Thank you! You're subscribed!
Oops! Something went wrong while submitting the form.
Service level
Your team’s stated objective for the amount of time until your first response to a customer. Also referred to as service level agreement (SLA).
- Service level is expressed as "x% in y seconds,” e.g. 90% of contacts will be answered within 30 seconds.
- A service level agreement (SLA) is a contractual agreement between two parties for a given level of service.