09/01/2026
A 24-hour response SLA means they have 24 hours.
That's worth sitting with. The service level agreement isn't a promise to be fast — it's an agreement about how slow they're allowed to be before it counts as a failure. Twenty-three hours of silence is a job well done.
Ours is 30 minutes. Every ticket, not just the ones we agree are urgent.
Go read your current agreement and find the number. If you don't like what it says, that's worth ten minutes: qualit.com/discoverycall