What is an SLA in after-sales service?
A service-level agreement sets expected response, repair, or resolution targets for customer service work.
AtServiceCRM solution
See service targets and overdue work across the case lifecycle
Use SLA and TAT visibility to review open cases, identify aging work, and coordinate reminders or escalations with the teams responsible.
For: Service managers, support leads, and operations teams accountable for customer response and repair resolution targets.
Capabilities for this workflow
- Acceptance, response, repair TAT, and closure milestones
- Dashboards for SLA adherence and aging cases
- Reminders and KAM escalation workflows
- Visibility across service centers and teams
- Case history to review timeline and resolution context
How teams use it
- 1
Define the service milestones
Agree the response, acceptance, repair, and closure targets that apply to each workflow.
- 2
Monitor open work
Review case aging and status against the target milestones in service dashboards.
- 3
Follow up on risk
Use reminders and escalation paths to bring delayed or blocked work to the right team.
- 4
Review performance
Compare service progress across locations and use case history to understand bottlenecks.
Common use cases
- Finding cases approaching a response or resolution target
- Reviewing repair turnaround across service centers
- Escalating delayed cases with their existing customer and repair history
Frequently asked questions
What does TAT mean in repair operations?
TAT means turnaround time: the elapsed time to complete a defined service or repair workflow.
How can teams act on cases at risk of missing a target?
SLA dashboards, reminders, and escalation workflows help teams identify and follow up on aging cases.
See how this workflow fits your service operation.
Read: What Is an SLA in After-Sales Service?