Best practices
Setting SLAs you can actually meet
An ambitious SLA you miss is worse than a modest one you hit.
Measure before you promise
Run for a month with no targets and look at your actual first-response distribution. Set the target near your current 80th percentile, not your average.
Differentiate by priority, not by customer mood
Two or three priority levels with clearly different targets. If everything is urgent, the word has no function.
Publish them
Targets kept secret motivate nobody. Put them on the contract and on the website, and report against them monthly.
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