What is SLA (service level agreement)?
A promise about how fast you reply to and resolve requests.
An SLA sets targets such as “first reply within 1 hour, resolution within 1 business day”, often by priority. Help desks warn the team before a target is missed, so urgent or important customers never fall through the cracks.
With Shopxare
Shopxare tickets support SLA targets per priority with office hours, and highlight conversations close to breaching.
More terms
NPS (Net Promoter Score)
A loyalty score from −100 to +100 based on how likely customers are to recommend you.
Resolution time
The time from a customer’s first message until their issue is solved.
AI agent
Software that understands questions and answers them from your own knowledge.
Shared inbox
One inbox the whole team works from, with assignment and internal notes.
CES (Customer Effort Score)
How easy it was for a customer to get what they needed.
CSAT (customer satisfaction)
The share of customers who were satisfied with one interaction, usually rated 1–5.
Give every customer a fast, friendly answer.
Free. No credit card, no trial clock.