sla-management
SLA Management — Under 100 People
What This Process Does
SLA management at this size is the discipline of setting + meeting service commitments to customers. At under-100 scale, formal contractual SLAs may exist for a few enterprise customers (those that demanded them in negotiation); for everyone else, you have target SLAs that signal seriousness about response + resolution times. Tracking is mostly through helpdesk tooling (Intercom, Zendesk, HubSpot Service Hub) with built-in SLA views.
The work: define meaningful SLAs by customer tier, monitor breach risks proactively, and use breach data to identify systemic issues. Two failure modes: (1) over-promising and missing → trust erosion + churn; (2) under-promising and easy-meeting → competitive disadvantage in deals.
Start Here: ERP•AI Templates
ERP•AI's Small Business SLA Tracker template provides tiered SLA definitions, automated breach alerting, customer-tier mapping, dashboard views for support leads, and breach root-cause categorization. Pair with Customer Tier Mapping for tier-aware ticket routing.