SLA Policy

Optimize your support operations with custom SLA settings that perfectly suit your business needs

What is SLA?

SLA, or Service Level Agreement, is a contract or commitment between a service provider and a customer that defines the expected level of service. It outlines key performance metrics such as response time, resolution time, and availability.

Now, in REVE chat, users can create custom service level agreement for various channels to provide a better support to their customers. To create custom SLA policy or change the default SLA policy, click Settings from the left nav bar & scroll down to the SLA Policy sub menu.

How to create custom SLA

To create custom SLA, follow the below steps:

• Click the Create SLA button at the top right button.
• We will land in the create SLA window. Here we have to provide a name to the SLA. We can also provide a description for future reference
• Then under Rules, we have to select the channel for which the SLA will be implemented
• Next we have to set the First Response Time by choosing the maximum time an agent will have before he has to respond to a chat request
• Lastly we have to set the Every Response Time by choosing the maximum time an agent will have to respond to each follow-up message of a customer.
• After providing all the SLA key metrics, click the Publish SLA button.
• Finally we need to make the created SLA live by toggling the status button

To view the reporting regarding the SLA breach click here!