Response times & SLAs a small team can keep

An SLA you actually hit beats a bold promise you miss. Set honest first-response targets per channel, automate the expectation, and triage order-blocking issues first.

Customers forgive a wait they were warned about, but not a broken promise. A response time you reliably keep beats a '24/7' you can't. Set realistic first-response targets per channel, state real hours in autoresponders, put order-blocking tickets first, and measure first-response and resolution, not ticket count. AI drafts the targets; you keep them honest to your headcount.

An SLA you actually hit beats a bold promise you miss. A "we reply within 24 hours" you keep builds more trust than a "24/7!" you don't.

Set honest first-response targets per channel, automate the expectation, and triage order-blocking issues first.

What you'll learn

Set first-response targets by channel, not one number
Be honest about hours, beat fake 24/7
Automate the expectation
Triage order-blocking first
Measure first-response and resolution, not ticket count