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What is a service-level agreement, and how does it relate to rights?
The two concepts are often confused, but they answer different questions. The entitlement defines what the customer is entitled to. The service-level agreement, often abbreviated as SLA, defines how quickly it must happen.
An entitlement defines the scope of support: how many cases or hours the customer has purchased, for what period, and through which channels. It is linked to the customer and reduced as cases are handled. This provides the basis for determining when a support agreement has been used up.
The SLA defines deadlines, typically for the first response and resolution time, and is measured against your defined business hours. It can be paused while you are waiting for the customer — an important detail, since otherwise it looks like you are missing the deadlines every time the customer takes three days to respond.
Don’t build a highly granular SLA framework before you know what you’re actually delivering today. First measure your current response time, then set deadlines you have a realistic chance of meeting. An SLA that is consistently breached only produces a report that everyone eventually stops reading.
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