Short instructional video explaining Service Level Agreements (SLAs) in HubSpot's Service Hub. It defines SLAs as alignment tools between company and customer, lists benefits (clear goals, transparency, timely help), and walks through setup: available in Service Hub Professional+, set working hours, configure SLA properties (time to first response, time to close), apply SLAs by ticket priority, report on SLA performance, and build workflows/alerts to prevent breaches.
Chapters
If your support reps have trouble prioritizing tickets or your customers wonder when they'll hear from you next, you may be a good candidate for setting SLAs. A service level agreement is designed to create alignment between you and your customers. Setting SLAs will help you set clear goals and benchmarks for your team. With SLAs which are available with Service Hub, Professional and above, you Establish working hours set SLAs based on two properties, time to first response and time to close. Report on SLA performance Build custom workflows based on SLAs. This means you can alert your reps before a breach so they can act quickly to resolve the issue. To set up your SLAs navigate to your inbox settings. Here you'll be able to set your working hours as well as your SLA as it relates to time to first reply and or time to close. Keep in mind you can also apply SLAs based on ticket priority since time to first reply and time to close SLAs are properties. Set ticket filters to get a holistic view of all the tickets that need to be prioritized as well as how much time is left to meet the SLAs. SLAs ensure you're not only meeting but exceeding your customers expectations by providing transparency and timely help for your customers.
