What SLA for a B2B tech start-up? | Community
Skip to main content

What SLA for a B2B tech start-up?

  • May 28, 2024
  • 3 replies
  • 0 views
A

Hi, 

 

I'm working on implementing an SLA for our several support channels. We are a small tech start-up that mostly works with B2B partners. I'm the only person in charge of the customer service, but we don't receive that many emails and calls (around 50 emails and 70 calls per month). What do you suggest would be a good SLA for the email channel? 

 

Thank you in advance,

    3 replies

    Ilya12
    • Ilya12
    • May 29, 2024

    I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds. 

    Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)

      A
      • Armelle
      • Author
      • May 29, 2024

      Hi @Ilya Gook, 

       

      Thank you for your response and for sharing the link to the article. It will be very helpful! 

      Grace17
      • Grace17
      • June 3, 2024
      Hi Armelle! 
       
      Thank you for your question, and thank you, community, for your responses so far! 
       
      We have a lot of really great resources surrounding SLAs: 
       
      SLA resources
      About SLA policies and how they work
      Defining SLA policies
       
      We'll also have a video coming out at the end of the month covering SLAs in a bit more detail. Be sure to follow along on this page for updates! 👏
       
      A couple of pieces of advice: 
       
      • it's always better to have a relatively quick first-touch response time - this sets the precedent with your customers that their question is important to your team and you'll get back to them in a timely fashion. 
      • I encourage all of my customers to utilize the Next Reply Time condition - this ensures that a conversation will be continuous and that your agents will continue to give prompt responses; no ticket is left behind when using this feature! 
      • Finally, pay attention to the timing condition of this piece - Business Hours align with your schedule established within your Zendesk while Calendar Hours align with the 24-hour schedule. If you do not follow a "follow-the-sun" support model, I would encourage you to set your SLAs to Business Hours. 
       
      Please be sure to follow up if you have any questions! 
      Grace
      Terms & ConditionsCookie settingsAccessibility statement