What is an SLA?
A service-level agreement (SLA) defines the level of service a company is required to provide to a customer. It accounts for reliability, responsiveness and other service-level metrics. If a company fails to meet the terms defined in an SLA, it risks brand reputation damage and revenue losses. Worst of all, a business may lose a client to a competition because it can’t satisfy its service-level agreements (SLAs).
Ultimately, it is a company’s responsibility to do everything possible to meet SLAs. A business may be more equipped than ever before to do so with an incident monitoring and tracking solution that provides SLA-based management.
Why do we need an SLA?
SLA-based management capabilities allow alert tracking system users to simultaneously manage a company’s service levels and prioritize incident management workflows. The system empowers users to define workflow timelines based on SLA deadlines. Users also can define policies based on SLAs and trigger workflow escalations accordingly. These capabilities ensure incident management team members and other key stakeholders are instantly notified any time a business risks missing an SLA deadline.
Additionally, an incident monitoring system that offers SLA-based management capabilities enables users to set SLAs globally by priority or at a message-rule level. It provides incident management team members with details about how they are performing against SLAs for specific priorities or policies. As a result, incident management team members can gain the insights they need to drive ongoing improvements.
When it comes to incident management, there is no reason to leave anything to chance. Team members can simply keep track of SLA deadlines by adopting an issue tracking system with SLA-based management features. This system gives incident management team members the tools and insights a business needs to avoid extended downtime and outages. Best of all, this system helps a company meet customers’ service-level requirements and ensure its customers receive the support they deserve at all times.