This document discusses service level agreements (SLAs) and how to meet customer expectations through effective SLAs. It covers: 1) Why companies use SLAs, which is to set clear expectations for service and prioritize customers. 2) How to decide on appropriate SLAs by considering industry standards, customer needs, team capacity, and type of SLA (service-based or customer-based). 3) The importance of measuring SLAs over time, analyzing the data, and refining SLAs based on what is learned.

1. SLAs
How to Meet Your Customer Expectations
W E B I N A R

2. Who is Kayako?
Simple customer service software that
scales with your business
“Kayako’s reports have revealed a
dramatic increase in team productivity
and decrease in response time.”
George Minich
Available to help via email, live chat, and
support.kayako.com Help Center
Team of 140+ working to help customers
ensure positive customer experiences

3. Who are we?
Alicia Carney
Marketing Manager
Kushal Sharma
Technical Advocate-SME
Sandeep Kaur
Customer Advocate-SME

4. SLAs - Introduction
A contractual agreement to provide service within
an agreed time frame.
What is SLA?

5. SLAs - Introduction
Why do we use SLAs?
How do you determine SLAs?

6. SLAs - Value to customers
Sets right expectations
Less friction
Measuring success
Never miss a deadline
Prioritize your customers
(Premium / normal customers)

7. How can you decide on SLAs for your
support team?
Look at industry standards
Talk to your customers
Look at your team’s capacity
Consider the different types of SLAs
Service-based
Customer-based

8. How can you know your SLAs are right?
Decide
an SLA
Measure it
over time
Analyse
the data
Refine it

9. SLAs in Kayako
Customisable schedules
Vast set of criteria
Custom holidays
User based
Organisation based

10. What do escalations have to do with SLAs?
Go hand-in-hand with SLAs
Type - Reply due time / Resolution due time
Automated tasks
Escalations notifications
Hierarchical escalations (Define escalation
procedure)
Cron Task

11. How do SLAs help support teams?
Correlate between SLA compliance and customer
satisfaction
Analyze the financial impact of downtimes.
Identify ticket type that often miss SLAs and discover
why/how to solve it.
Better scope out workload if SLAs are often missed

12. Time
Question
Answer

13. Thank you!