Service targets
Keep every service promise visible.
First response, resolution, and how often you will update in between. Deliberately simple: the enterprise version of this is a configuration project, and a company of thirty people will never finish it.
Three levels, not thirty
Critical, high, normal. Most small companies genuinely need three, and the ones that start with a nine-tier matrix end up with everything set to normal.
The update target matters most
Customers tolerate a problem taking time. They do not tolerate silence. Committing to an update frequency is usually worth more than a shorter resolution target.
A warning beats a breach report
Telling somebody two hours before a target is missed is useful. A weekly report of missed targets is an autopsy.
In this area
5 pages under SLAs.
Each one is its own surface in the product, and each one is here because it does something the others do not.
First response
How quickly somebody gets a real reply.
ReadResolution
When the customer's problem is actually finished.
ReadUpdate frequency
How often you promise to say something, even with no news.
ReadPriority rules
What makes something critical, written down once.
ReadBefore the breach
A warning while there is still time to act.
ReadThe rest of Resolivo
This is one part of one loop.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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