Working within service level agreements

What you'll learn

1. 1

   An SLA is like a promise between you and a customer about what you'll deliver and when. 📋

2. 2

   What does SLA stand for?

3. 3

   Here's a simple SLA for a phone repair shop: 'We'll fix your phone within 2 working days, or you get 10% off.' 🛠️

4. 4

   Drag the promises to match the right SLA for each customer. 👆

5. 5

   Let's work through an SLA example together. 📝

6. 6

   A customer emails at 2pm. SLA: reply within 1 hour. When is the deadline?

7. 7

   You fix a customer's laptop in 3 days. The SLA says 2 days. Have you met the SLA?