Service Level Agreemants (SLAs)
Response time standard based on ticket priority
- Our goal is to provide a first response to all tickets within 2 hours
- Mandated response time based on priority
- Urgent
- 2 Hours
- High
- 2 Hours
- Medium
- 4 Hours
- Low
- 6 Hours
- Urgent
- BDR SLA
- All BDRs to be resolved within 24hours.
- If the agent experiences an issue (ex - stock issue - substitution provided, waiting on response from vendor/customer), please be sure to notify your manager
- All BDRs to be resolved within 24hours.