Service Level Agreement (SLA)
Term from the CRM Lexicon
Definition
A Service Level Agreement (SLA) is a contractually defined agreement between a service provider and a customer regarding the services to be rendered. In the CRM context, an SLA defines clear standards for response times, availability, support levels, and quality to ensure customer satisfaction and transparently regulate service expectations.
SLAs are particularly relevant for cloud-based CRM systems, as they form the basis for reliable customer service and make performance measurable.
Features
| Service Definition | Clear description of the services to be rendered (e.g., ticket processing, system availability) | |
| Measurable Standards | Response times, error resolution deadlines, support hours – e.g., 4 hours for critical errors, 24 hours for limited usability | |
| Availability Times | Support hours are often set on weekdays, e.g., Mon–Fri from 07:30–17:00 | |
| Prioritization of Requests | Tickets are classified by severity | |
| Contract Structure | SLAs are often part of a larger contractual framework with license, maintenance, and update agreements | |
| Transparency and Control | SLAs build trust through clear responsibilities and enable an objective evaluation of service quality |
Advantages
- Ensuring Service Quality
- Avoiding Misunderstandings
- Measurability of Performance
- Building Trust with Customers
- Increased Efficiency in Support