This doc shares the SLAs and goals for onboarding, MLS approvals, IDX data support, billing, support, and client marketing.
What is an SLA?
SLA stands for service level agreement, and it outlines the response times (or turn around times, or availability) we promise.
What's the difference between the SLAs and goals?
The SLA is the deadline where we have to respond before it's considered a failure. The goals are what we strive for, and what you'll see on tickets. Each ticket has a countdown on it that shows how long to hit the reply or resolution goal. A few hours before this goal, the ticket changes to high priority. Tickets and calls don't come in at a smooth and steady volume (unfortunately!) Because of this, we know there are some high volume times where a percentage of tickets will miss our SLAs. We monitor and report on these metrics.
|
Team |
Service |
SLA |
Goal |
Other Targets |
|
Support |
Email ticket - first reply |
2 business days | 12 business hours | 90% of tickets answered within 2 business days |
| Support | Inbound calls | Answer 90% of calls within 3 minutes | 95% calls answered | |
| Support | Callback requests | within the hour, during business hours | within the hour, during business hours | |
| Onboarding | KOC availability | median days until KOC = 4 days | next day KOC availability at all times, median days until KOC is 2 or less | |
| Onboarding | Upsell Marketing Launch | 5 business days | 95% of lead generating campaigns launched in 5 business days | |
| Billing | Process site cancel/downgrade | 1 business day | ||
| Billing | Process site upgrade/add-on | same day | ||
| Account Management | Email ticket - first reply | median response time under 10 hours | ||