Service targets

Two hours left, not two days late.

A target about to be missed is actionable. A report of targets missed last week is a post-mortem. The whole value is in the warning arriving early enough to matter.

Early warningOwner firstRecorded causesActionable

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Warned at a useful moment

Early enough that somebody can still do something — which for a two-hour target is not five minutes before it expires.

To the owner, then the manager

The owner first. Escalating straight past somebody to their manager is how a support team learns to resent the system.

Breaches are explained, not just counted

A missed target records why: waiting on Finance, incident volume, out of hours. A count with no cause produces blame instead of a fix.

SLAs

The rest of this area.

Response and resolution targets that a small team can actually maintain.

First response

How quickly somebody gets a real reply.

Resolution

When the customer's problem is actually finished.

Update frequency

How often you promise to say something, even with no news.

Priority rules

What makes something critical, written down once.

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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