My customers ask me this question all the time – what is SysAid’s SLA? Up until recently my answer was always, “We don't have an official SLA but we strive to reply within 24 hours." Today, I am thrilled to change my answer because now SysAid does have an official SLA!!!
Countless hours have been spent in meetings, planning, rethinking our work processes, changing the way we answer phone calls and chats, fixing replies to emails, creating new routing and escalation rules, adding new functionalities by using the new Email Rules feature, and much more. All our investment in this reform was done in order to bring a better service experience to our customers.