SLA

SLA Adherence

"SLA Compliance Monitoring is the ongoing process of tracking, evaluating, and ensuring that all customer or internal requests, inquiries, or processes are addressed within predefined Service Level Agreements (SLAs). This activity plays a crucial role in maintaining operational efficiency, enhancing customer satisfaction, and promoting cross-functional alignment. By systematically monitoring SLA compliance, organizations can proactively identify bottlenecks, optimize workflows, and ensure that teams consistently meet or exceed agreed-upon response and resolution times. Additionally, this process supports data-driven decision-making and fosters a culture of accountability and continuous improvement throughout the customer lifecycle."

Related KPIs

Metric	Description
Cost per Resolution	Cost per Resolution (CPR) refers to the total cost incurred to resolve a customer issue or complaint. It includes the expenses related to customer support, staff time, and resources used in handling and resolving a single case.

SLA Management

SLA Performance Oversight 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. This activity ensures that commitments regarding response times, deliverables, and support are clearly defined, transparently reported, and continuously improved to meet evolving customer expectations and business objectives. By aligning cross-functional teams around shared accountability for customer experience, SLA Performance Oversight drives operational excellence and supports scalable, predictable revenue growth.

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.

SLA Monitoring

"Service Level Agreement (SLA) Compliance Management focuses on proactively tracking, analyzing, and optimizing commitments and performance metrics established between cross-functional teams such as sales, marketing, and customer success. This process ensures that handoffs, response times, and quality benchmarks—essential for seamless customer journeys and effective revenue operations—are consistently achieved or surpassed. By leveraging real-time data, workflow automation, and feedback loops, SLA Compliance Management identifies bottlenecks and drives continuous improvement in the customer experience. The ultimate goal is to support faster deal cycles, increase conversion rates, and enhance customer satisfaction throughout the go-to-market process."

Related KPIs

Metric	Description
Average Resolution Time	Average Resolution Time (ART) measures the average amount of time it takes to fully resolve a customer issue or support ticket from the moment it is raised to when it is marked as resolved.