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Update: I keep seeing companies mess up their service level agreements.
For the past six months, I've reviewed about 20 different B2B service contracts, mostly for IT support. The biggest mistake is promising a 4-hour response time but defining 'response' as just an automated email receipt. That's not a real fix for the client. It matters because it destroys trust when a real problem hits and you're stuck waiting. I know because my own firm lost a major account in Phoenix over this exact wording issue. Has anyone else had to rewrite their SLAs to be more clear about what 'resolution' actually means?
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aaron8804d ago
Yeah, that "first human contact" change is smart. My buddy's logistics company got burned. Their SLA said "ticket closed in 24 hours." The vendor would just close tickets with a note saying "escalated." Client was furious because nothing was actually fixed. They had to rewrite everything to say "root cause identified and workaround provided.
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taylor_patel4d ago
Our legal team in Austin actually flagged that automated email trick as a compliance risk last year. We had to change all our contracts to say "first human contact" instead of just "response". What did you end up using for the resolution definition?
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