SLA (service level agreement)
Operational playbooksAn SLA is a defined service standard, often including targets for response time and resolution time. In reputation operations, an SLA can specify how quickly teams respond to negative reviews, social complaints, or high-risk mentions. SLAs improve consistency and accountability, especially when combined with triage rules and escalation paths. The goal is predictable handling, not rushed replies.
Clear standards reduce delays that make public complaints look ignored.
You set an SLA of 24 hours for 1–3 star reviews and 2 hours for high-risk allegations during business hours.
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