What should go in your SLA? Your response time should be one of the most important ones, regardless of your business type. If you want to keep your clients happy, communication is key. I sent a few email queries via websites last week and only one got a response. And that was five days later! That is simply not good enough in today's market. I was left asking myself what kind of service could I expect if it took five days to answer an email. Needless to say, they didn't get my business :-)
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Business & management coach, mentor, trainer, author, speaker, social entrepreneur, (and chief pot and bottle washer!)