A defined set of performance standards — such as response time and resolution time — that a team commits to meeting for customer interactions.
In CRM context, SLAs define how quickly your sales or support team must respond to and resolve customer inquiries. They typically include first response time targets, follow-up interval requirements, and total resolution time limits.
Modern CRMs like SkedX track SLA compliance automatically, sending breach alerts before deadlines are missed and providing dashboards showing compliance rates by team and agent.
Key SLA metrics
- First Response Time — how quickly the first reply is sent
- Follow-up Time — maximum interval between messages
- Resolution Time — total time from first contact to resolution
