What does a service level agreement (SLA) entail?

An SLA outlines the commitment we provide to you to maintain the desired level of service in terms of specific target metrics by which each service area is measured.‍At SupportNinja, we’ll work with you to understand your desired outcomes and develop our custom action plan and an SLA for your review and approval. Over time we will monitor the KPIs (key performance indicators) that we have outlined that indicate our adherence to our agreement with you.