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Answer Posted / anand kishore
SLA Service level agreement means there is a time-frame made to complete certain work. for example: customer writes an email to us regarding xyz. we have defined a time in which we need to reply the same email. it includes time management and how to prioritise our works.
If the customer is not answered in the given time frame, he/ she will be confused that will my issue be resolved. at least he should receive any kind of notification from customer care that we are working to resolve your issue. It can take more time etc.
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