SLAs (Service-Level Agreements) define the expected response time for a customer request. They are central to routing, prioritizing, and monitoring service quality and are defined in the Tag.Examples:
Customer Emails: 8 hours (within an 8-hour working day)
Market communication problems (blocking): 4 hours
Other market communication topics: 32 hours (4 working days)
VIP customers: 2 hours
Letters: 40 hours (5 working days)
The definition of such SLAs allows efficient redirecting and monitoring of service quality. By prioritizing tickets according to their SLAs, customer requests can be met and a pleasant customer experience can be ensured.