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Service Level Agreement (SLA)
SLA
A service level agreement is a documented commitment about service speed and quality — typically a maximum response time and a maximum resolution time for a given priority of job.
Definition
In practice an SLA is attached to a customer, a contract or a job priority, and the clock starts when the request is logged. Good systems count down visibly against the target and escalate before the deadline rather than reporting the breach afterwards.
Why it matters
SLAs are usually what a contract is judged on at renewal. Being able to show measured compliance — not just claim it — is often the difference between keeping and losing a service contract.
See it working in Avchare
Avchare puts these concepts into a single field service platform — work orders, dispatch, SLA tracking and reporting.