Debesis / Knowledge base / SLA (Service Level Agreement)
Agreed deadlines for response and resolution.
An SLA defines how quickly a request must be responded to and resolved — for example first response in 4 hours, resolution in 2 working days.
SLAs make service quality measurable and predictable. The system must measure time, account for pauses (e.g. while waiting for the customer) and warn before a deadline is missed.
In Debesis SLAs apply per queue or category; impending breaches trigger alerts and escalations. In our analysis of ten deployments, 98.13% of requests were closed within the SLA.
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