SLA management
We set up support SLA management: clear commitments on response and resolution times (e.g. response within N hours), their tracking and compliance control. So customers know what to expect and the team knows what it is responsible for. Honestly upfront and fundamentally: an SLA is a PROMISE you must actually be able to KEEP; an inflated SLA without resources ('response in 1 hour') = a constantly broken promise, which is worse than no SLA; an SLA must be backed by staff and process; measuring an SLA is not meeting it; and a realistic SLA beats an impressive one. We help set ACHIEVABLE commitments, not pretty numbers.
SLA management — overview
SLA (Service Level Agreement) management is defining, implementing and controlling support service-level commitments: target first-response time, resolution time by priority, escalation rules, compliance tracking and reporting. The goal is to set clear and predictable expectations for customers and responsibility for the team. Honestly about 'an SLA is a promise you must be able to keep', this is key and critical: an SLA is a public or internal commitment. If you advertise 'response in 1 hour', customers will expect it, and every breach hits trust harder than if there were no SLA. An inflated, unachievable SLA is a disappointment-producing machine. So an SLA must be REALISTIC — one you actually meet with your staff and flow. A realistic 'response in 24 hours' that holds beats an impressive 'in 1 hour' that is constantly breached. We honestly calculate achievability rather than set pretty numbers. Honestly about backing with resources: an SLA is not just setting up timers but a commitment that must be backed by people and process. You cannot 'assign' a fast SLA without the capacity to keep it — the timer will go red, but the customer still will not be answered. SLA and staff/process go together. Honestly about 'measure ≠ meet': SLA tracking shows whether you keep it or not, but by itself it does not speed up answers. If the SLA is systematically breached, you must either change resources/process or honestly revise the SLA itself — not just look at red indicators. Honestly about priorities: a sensible SLA distinguishes priorities (critical faster, routine slower) rather than promising everything equally fast. Honestly about the effect: it sets predictability and responsibility, helps not lose the urgent, but it is an expectation-management tool, not a guarantee of satisfied customers. Honestly about access: a support team, tracking tools (tickets 1007), an understanding of the flow are needed. An important boundary: this is SLA (times/responsibility); the ticket system (tracking) — 1007; team training — 1018; helpdesk — 1006. Picture this: instead of 'unclear when they will answer' — honest achievable time commitments backed by resources. The base price starts from 35,000 ₽ (depends on complexity and integrations).
Problems we solve
- Customers do not know when they will be answered and their issue resolved.
- No time commitments and team responsibility.
- An advertised SLA is constantly breached — trust falls.
- Urgent and routine are handled without priority distinction.
What's included in the SLA management service
- Defining realistic, achievable SLAs (accounting for staff and flow)
- Response/resolution times by priority and escalation rules
- Compliance tracking and reporting
- An honest achievability calculation (against pretty unachievable numbers)
- Honest boundaries (SLA = a promise; resources needed; measure ≠ meet; realistic > impressive)
- A link with the ticket system (1007) and training (1018)
- Recommendations on resources for the SLA
- Handover and review with you
What you get
- Clear predictable times for customers
- Achievable commitments backed by resources
- Priority distinction (critical faster)
- Honest boundaries (a realistic SLA; resources needed; no satisfaction guarantee)
How the work goes: steps
- We calculate the real flow and team capacity
- We set achievable SLAs by priority with escalation
- We set up tracking, honestly set boundaries with you
Why PDV Expert
- Fixed price and timeline — no surprises on the invoice.
- Report and recommendations in plain language — clear without a technical background.
- In touch at every step and answering questions about the result.
FAQ
Set us a fast SLA, e.g. response in 1 hour?
Only if you can actually keep it, honestly: an SLA is a promise, and an inflated unachievable SLA ('in 1 hour' without resources) becomes a disappointment-producing machine, since every breach hits trust harder than no SLA. A realistic 'response in 24 hours' that is met beats an impressive 'in 1 hour' that is constantly breached. We calculate achievability rather than set pretty numbers.
Is setting up SLA timers enough to answer faster?
No, honestly: an SLA is not just timers but a commitment that must be backed by people and process. You cannot 'assign' a fast SLA without the capacity to keep it — the timer will go red, but the customer still will not be answered. And measuring an SLA is not meeting it. SLA and staff/process go together — we honestly build that in rather than sell 'timers' that will not speed up answers themselves.
Does an SLA guarantee satisfied customers?
No, honestly: an SLA sets predictability and responsibility on times and helps not lose the urgent — it is expectation management. But satisfaction also depends on answer quality and problem resolution, not only speed. A fast but useless answer will not make a customer satisfied. We honestly present an SLA as a predictability and responsibility tool, not a satisfaction guarantee.
About the provider
The «SLA management» service is provided by PDV Expert — a team specialising in «Customer retention». We work under contract and deliver a written report with recommendations.