Salesforce Service Cloud Service Level Agreement: What You Need to Know
Salesforce Service Cloud is a robust customer service platform that can help businesses of all sizes improve their customer support operations. One key component of Service Cloud is the service level agreement (SLA), which outlines what customers can expect in terms of response time and issue resolution.
Here`s what you need to know about Salesforce Service Cloud SLAs:
What is an SLA?
An SLA is a contractual agreement between a service provider (in this case, Salesforce) and a customer (the business using the Service Cloud platform). At its core, an SLA defines what services will be provided, how quickly they will be provided, and what happens if those expectations aren`t met.
Why is an SLA important?
SLAs are important because they ensure that customers know what they can expect from their service providers. This helps to establish trust and accountability, and helps to ensure that both parties are on the same page when it comes to service delivery.
What does the Salesforce Service Cloud SLA cover?
The Service Cloud SLA covers response times and issue resolution. Specifically, the SLA guarantees that Salesforce will acknowledge and respond to customer support requests within a set timeframe (usually measured in hours), and that issues will be resolved within a certain amount of time.
For example, Salesforce`s standard SLA guarantees an initial response time of 24 hours for non-critical issues, and an issue resolution time of 10 days for non-critical issues. For critical issues, the initial response time is 2 hours, and issue resolution time is 1 day.
Note that these are just examples – SLAs can be customized based on a business`s specific needs.
What happens if the SLA isn`t met?
If Salesforce fails to meet the SLA, customers may be eligible for service credits. These credits can be used to offset future service fees, and can help to compensate customers for any disruption or inconvenience caused by the service failure.
To be eligible for service credits, customers must typically report SLA violations within a certain timeframe (e.g. within 30 days of the service failure), and must be able to demonstrate that the failure occurred.
Final thoughts
If you`re considering using Salesforce Service Cloud for your customer service needs, it`s important to understand the SLA and what it covers. While SLAs can be customized based on your specific needs, they are an important part of the service delivery process and can help to ensure that both you and Salesforce are on the same page when it comes to customer support.