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md:flex absolute whitespace-nowrap items-center gap-2 top-0 text-xs text-white px-3 py-2 bg-surface-invert rounded-lg pointer-events-none translate-y-[-40px] transition opacity-0 group-hover/button:opacity-100">All posts<kbd class="flex items-center justify-center uppercase hs-5 text-[10px] px-1 rounded border border-stroke-invert text-content-secondary-invert">Esc</kbd></div></button></div><div class="flex flex-col gap-8 max-lg:hidden"><ul class="flex flex-col text-body-sm"><li class="flex flex-col gap-3 relative group"><a class="block flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#content-top">10 service level agreement practices you should implement</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#service-level-agreement-sla-best-practices">Service level agreement (SLA) best practices</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#1-clearly-outline-the-purpose-and-service-level-goals">1. Clearly outline the purpose and service level goals</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#2-identify-key-performance-indicators-and-metrics">2. Identify key performance indicators and metrics</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#3-define-achievable-service-level-targets">3. Define achievable service level targets</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#4-establish-clear-escalation-paths-for-different-severity-levels">4. Establish clear escalation paths for different severity levels</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#5-clearly-specify-response-and-resolution-times">5. Clearly specify response and resolution times</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#6-document-roles-and-responsibilities-for-service-delivery">6. Document roles and responsibilities for service delivery</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#7-determine-priority-levels-for-business-outcomes">7. Determine priority levels for business outcomes</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#8-define-the-preferred-channels-of-communication">8. Define the preferred channels of communication</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#9-schedule-regular-reviews-to-assess-effectiveness">9. Schedule regular reviews to assess effectiveness</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500 border-l border-dashed text-body-sm text-content-secondary ml-4 pl-4" href="#10-constantly-update-your-levels-of-agreement">10. Constantly update your levels of agreement</a></li><li class="flex flex-col gap-3 relative group"><a class="flex items-center transition text-pretty py-2 hover:text-alarmalade-500" href="#cut-back-on-downtime-with-incidentio">Cut back on downtime with incident.io</a></li></ul></div></div><div class="lg:max-w-[788px] grow flex flex-col gap-4 lg:gap-10" id="content-top"><div class="flex flex-col gap-4"><div class="flex flex-col gap-2"><h1 class="text-h3 text-balance">10 service level agreement practices you should implement</h1></div><div class="flex flex-col gap-2 md:flex-row justify-between mt-auto"><div class="flex items-center gap-2"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"></div><a class="text-body-sm-emphasis leading-[1.1] w-min sm:w-auto transition hover:text-alarmalade-500" href="/blog/author/team">incident.io</a></span></div><div class="text-body-sm text-content-secondary">April 3, 2023<span> — <!-- -->12 min read</span></div></div></div><div class="relative"><span class="relative overflow-hidden block align-top transition-opacity opacity-0 w-full rounded-lg"><img alt="" width="1456" height="816" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent;view-transition-name:blog-service-level-agreement-best-practices" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=60&amp;q=75 60w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=64&amp;q=75 64w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=96&amp;q=75 96w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 128w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 256w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=384&amp;q=75 384w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=640&amp;q=75 640w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=750&amp;q=75 750w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=828&amp;q=75 828w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1080&amp;q=75 1080w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1200&amp;q=75 1200w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1920w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=2048&amp;q=75 2048w, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 3840w" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fe27768355b6b930051ad6c6a5ca2b7c93cef32f7-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="prose prose-orange text-body max-w-none mb-6"><p class="">Service level agreements are not everyone’s favorite topic, so let&#x27;s open this article with a metaphor: SLAs are sort of like a dance.</p><p class="">You have two parties participating that know they need one another to have a successful routine, with each playing a specific role. Let’s call these two dancers “reliability” and “responsibility.”</p><p class="">They have a partnership built on trust, collaboration, and a shared goal of giving the best performance possible. And sure, sometimes the routine doesn’t go as planned, but there’s an agreement in place that allows them to get back on track and put on the best show possible.</p><p class="">It’s the ultimate form of camaraderie. These are SLAs in a nutshell.</p><p class="">They’re agreements that clearly outline your responsibility to customers in terms of product reliability and other things such as response times. But there’s a fine line here. The last thing you want is to claim that you’re going to have 99% uptime when you know, historically, you’ve hovered closer to 96%.</p><p class="">So when you’re crafting these SLAs, it’s important to make sure that you’re including sensible targets that you’re well-equipped to honor.</p><p class="">Here, we&#x27;re going to dive into some best practices for outlining your SLA document. This includes things like identifying KPIs, establishing clear <a href="/blog/effective-incident-escalations">incident escalation processes</a>, and more.</p><p class="">By the end, you’ll have a better idea of how to craft a sensible SLA document that sets you up for success while giving your customers the confidence they need.</p><h2 id="service-level-agreement-sla-best-practices" class=""><a class="heading-link" href="#service-level-agreement-sla-best-practices"><span class="icon icon-link"></span></a>Service level agreement (SLA) best practices</h2><p class="">A service level agreement is a contract detailing how services will be delivered and what your customers can expect in terms of things like uptime and response timelines. The more detail and specificity this contract has, the better you&#x27;ll be able to meet your customers’ needs.</p><p class="">From setting realistic expectations to clarifying roles and responsibilities, implementing a detailed service level agreement is important in managing IT successfully. </p><p class="">Here are some best practices for creating SLAs that work for everyone:</p><h3 id="1-clearly-outline-the-purpose-and-service-level-goals" class=""><a class="heading-link" href="#1-clearly-outline-the-purpose-and-service-level-goals"><span class="icon icon-link"></span></a>1. Clearly outline the purpose and service level goals</h3><p class="">When it comes to your SLA, you&#x27;re not just putting together an agreement—you&#x27;re building a clear communication channel between your team and your users. The nitty-gritty? Your SLA should precisely state its purpose and pinpoint specific service level goals, such as:</p><ul><li>Enhancing service quality</li><li>Cutting down average response time</li><li>Additional product support</li></ul><p class="">By making sure everyone understands your SLA, guesswork gets kicked out of the picture.</p><h3 id="2-identify-key-performance-indicators-and-metrics" class=""><a class="heading-link" href="#2-identify-key-performance-indicators-and-metrics"><span class="icon icon-link"></span></a>2. Identify key performance indicators and metrics</h3><p class="">Your <a href="https://incident.io/blog/incident-reporting-metrics" target="_blank" rel="noopener noreferrer" class="">key performance indicators (KPIs) and metrics</a> form the backbone of your SLA, providing quantifiable measurements that help assess the level of service provided. For a customer support team, for instance, KPIs might include:</p><ul><li>Average response time</li><li>Average time to resolve an issue</li><li>Percentage of issues resolved at first contact</li></ul><p class="">By accurately defining these metrics in your service level agreement, you&#x27;ll be better equipped to objectively monitor your team&#x27;s performance and ensure it meets clients&#x27; expectations.</p><p class="">As part of this assessment process, don&#x27;t overlook <a href="https://incident.io/blog/dora-metrics" target="_blank" rel="noopener noreferrer" class="">DORA metrics</a>, like <a href="/blog/dora-metrics-deployment-frequency">Deployment Frequency</a> or <a href="/blog/dora-metrics-time-to-restore-service">Mean Time to Recover</a> (MTTR), which can offer valuable insights into the efficiency of your processes.</p><h3 id="3-define-achievable-service-level-targets" class=""><a class="heading-link" href="#3-define-achievable-service-level-targets"><span class="icon icon-link"></span></a>3. Define achievable service level targets</h3><p class="">Identifying targets is a critical step in developing your SLA, but it&#x27;s vital to ensure they&#x27;re achievable. Unrealistic targets can lead to frustration, poor service quality, and even contractual disputes. Here&#x27;s how you can define realistic targets:</p><ol><li><strong>Review performance</strong>: Analyze the system&#x27;s historical performance to understand its capabilities</li><li><strong>Align with business goals</strong>: Your SLA should align with your overall business goals</li><li><strong>Prioritize</strong>: Not all services are equally critical; prioritize based on their impact on business operations</li><li><strong>Communicate</strong>: Discuss and agree upon these targets with teams and stakeholders to ensure mutual understanding and achievable expectations</li></ol><h3 id="4-establish-clear-escalation-paths-for-different-severity-levels" class=""><a class="heading-link" href="#4-establish-clear-escalation-paths-for-different-severity-levels"><span class="icon icon-link"></span></a>4. Establish clear escalation paths for different severity levels</h3><p class="">Some incidents require immediate attention, while others can be resolved in due course. <a href="/blog/effective-incident-escalations">Escalation paths</a>, therefore, become an essential part of SLAs. These escalations define who handles what and when, ensuring that incidents are managed swiftly and accurately.</p><p class="">For instance, consider a common issue like server downtime:</p><ul><li><strong>Level 1</strong>: The service desk team should initially handle the incident</li><li><strong>Level 2</strong>: If the team cannot resolve it within a stipulated &#x27;response time,&#x27; it escalates to a technical expert</li><li><strong>Level 3</strong>: If resolution remains elusive after certain &#x27;minutes of downtime,&#x27; the issue is escalated to senior management</li></ul><p class="">This clarity ensures your team understands their roles during different severity levels and promotes efficient incident resolution.</p><h3 id="5-clearly-specify-response-and-resolution-times" class=""><a class="heading-link" href="#5-clearly-specify-response-and-resolution-times"><span class="icon icon-link"></span></a>5. Clearly specify response and resolution times</h3><p class="">While an SLA typically includes numerous metrics for performance, response and resolution times are often what your clients care about most.</p><p class="">A prompt response to a service request acknowledges the problem and assures clients that their issue is being addressed. But it&#x27;s equally important to resolve the issue within a specified time frame.</p><p class="">For example, in your SLA, you might commit that high-priority issues will receive a response within 15 minutes and be resolved within three hours. Having clear timelines not only sets client expectations but also keeps your team accountable for timely responses.</p><h3 id="6-document-roles-and-responsibilities-for-service-delivery" class=""><a class="heading-link" href="#6-document-roles-and-responsibilities-for-service-delivery"><span class="icon icon-link"></span></a>6. Document roles and responsibilities for service delivery</h3><p class="">Reliable service delivery requires a clear delineation of roles and responsibilities.</p><p class="">This aspect of your SLA should include things like who is responsible for responding to different types of incidents, who manages the escalation process, who will communicate with stakeholders, and ultimately, who will oversee the entire lifecycle.</p><p class="">This element of SLA best practices not only increases accountability but also ensures that everyone on both sides understands their role in delivering the agreed-upon level of service.</p><p class="">When each member of your team knows exactly where they fit into the incident response process, it leads to more effective collaboration and streamlined operations.</p><h3 id="7-determine-priority-levels-for-business-outcomes" class=""><a class="heading-link" href="#7-determine-priority-levels-for-business-outcomes"><span class="icon icon-link"></span></a>7. Determine priority levels for business outcomes</h3><p class="">Prioritizing business outcomes within your SLA helps ensure that more critical incidents receive immediate attention. An effective way to determine priority levels is by considering the impact on user experience or business operations.</p><p class="">For example, a short-term disruption in email services might be an inconvenience but doesn&#x27;t necessarily halt operations and could be a low-priority issue. On the other hand, server downtime impacting all users and disrupting core services would be considered a high priority.</p><p class="">By defining and understanding these priorities in your service level agreement, you can better align with your overall business goals and prevent minor issues from diverting resources away from significant problems.</p><h3 id="8-define-the-preferred-channels-of-communication" class=""><a class="heading-link" href="#8-define-the-preferred-channels-of-communication"><span class="icon icon-link"></span></a>8. Define the preferred channels of communication</h3><p class="">Clear, consistent communication is key in incident management, and your SLA should outline the preferred channels for different kinds of communication. For example, non-critical updates could be communicated via email or a social media account, while more urgent issues might warrant a phone call or a direct message through Slack.</p><p class="">Your customer support team should also have a system in place for regular updates via the chosen channel. This step will not only ensure transparency throughout the incident process but also provide customers with peace of mind knowing that their issues are being actively managed.</p><p class="">Hint: this is where something like a <a href="https://incident.io/status-pages" target="_blank" rel="noopener noreferrer" class="">Status Page</a> would come in handy.</p><h3 id="9-schedule-regular-reviews-to-assess-effectiveness" class=""><a class="heading-link" href="#9-schedule-regular-reviews-to-assess-effectiveness"><span class="icon icon-link"></span></a>9. Schedule regular reviews to assess effectiveness</h3><p class="">An SLA isn&#x27;t a &#x27;set and forget&#x27; document, but rather one that should evolve with your business needs and performance. Because of this, scheduling regular reviews with customers is essential to verify whether the contract is still relevant and effective.</p><p class="">These sessions should focus on key points, such as whether you&#x27;re meeting the defined KPIs, if any service level penalties have been implemented, or if there are persistent issues with your service delivery.</p><p class="">Honest feedback during these reviews will allow you to make necessary adjustments, ensuring your SLA remains an effective tool for incident management.</p><h3 id="10-constantly-update-your-levels-of-agreement" class=""><a class="heading-link" href="#10-constantly-update-your-levels-of-agreement"><span class="icon icon-link"></span></a>10. Constantly update your levels of agreement</h3><p class="">A service level agreement is a living document that should be revised regularly to reflect any changes in your business application or service request landscape. This process goes beyond just addressing shortcomings revealed in the review process.</p><p class="">These revisions might include updates to:</p><ul><li>Level of availability expectations</li><li>Expected response times</li><li>Escalation pathways within the SLA structure</li></ul><p class="">Keep your agreement updated and in line with current IT realities to ensure that it remains an effective tool for guiding your overall service level management strategy.</p><h2 id="cut-back-on-downtime-with-incidentio" class=""><a class="heading-link" href="#cut-back-on-downtime-with-incidentio"><span class="icon icon-link"></span></a>Cut back on downtime with incident.io</h2><p class="">When it comes to SLAs, every minute counts, especially when it comes to downtime metrics.</p><p class="">incident.io is the software reliability platform built to investigate, respond and prevent incidents, powered by AI that deeply understands your organization. That includes reducing downtime through better incident management, which is great news for anyone responsible for meeting SLA uptime requirements.</p><p class="">With streamlined incident response via Slack, gone are the days of direct messages and siloed communications. You can say goodbye to context chasing, too, as everything responders need to know is in one dedicated incident channel, enabling them to get up to speed faster.</p><p class="">Our <a href="https://incident.io/status-pages" target="_blank" rel="noopener noreferrer" class="">Status Pages</a> also play a significant role here. With Status Pages, you can communicate clearly to customers when an incident occurs, building trust and offering a glance at historical uptime: both of which help you meet your SLAs.</p><p class="">incident.io also offers <a href="https://incident.io/blog/automating-workflows" target="_blank" rel="noopener noreferrer" class="">Workflows</a> that automate several steps in the incident response process and Insights that highlight the efficiency of your response processes. Together, these functionality ensures that you can make your incident response faster and better while building more resilient products.</p><p class="">Want to learn more about how incident.io can help you meet your SLAs? <a href="https://incident.io/demo" target="_blank" rel="noopener noreferrer" class="">Book a demo today</a>.</p><p class=""><br/></p></div><div class="flex justify-between"><div class="flex gap-3"></div><div class="flex gap-6"><button title="Bluesky" class="relative"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 576 512" class="shrink-0 size-6 text-content-primary transition-colors hover:text-alarmalade-500"><path fill="currentColor" d="M407.8 294.7c-3.3-.4-6.7-.8-10-1.3 3.4.4 6.7.9 10 1.3M288 227.1c-26.1-50.7-97.1-145.2-163.1-191.8C61.6-9.4 37.5-1.7 21.6 5.5 3.3 13.8 0 41.9 0 58.4S9.1 194 15 213.9c19.5 65.7 89.1 87.9 153.2 80.7 3.3-.5 6.6-.9 10-1.4-3.3.5-6.6 1-10 1.4-93.9 14-177.3 48.2-67.9 169.9C220.6 589.1 265.1 437.8 288 361.1c22.9 76.7 49.2 222.5 185.6 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7.42045C13.4144 7.49085 13.5992 7.73085 13.5976 8.00365C13.596 8.27725 13.412 8.51565 13.1464 8.58285C13.0648 8.60445 11.0656 9.16045 10.1624 11.6092C10.0728 11.8516 9.84402 12.0012 9.59922 12.0012L9.60002 11.9996Z" fill="currentColor"></path></svg></a></div><div class="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-8 md:gap-4"><a id="0710b1a6-5053-4ac5-97f0-6886a12650f1" class="group flex flex-col" href="/blog/six-strategies-to-improve-your-service-level-agreement-metrics"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="6 strategies to help you improve, and future-proof, your service level agreement metrics" loading="lazy" width="1456" height="816" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8a98fd230c9f463302f5a5617395aed6c8e66a7c-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=1920&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8a98fd230c9f463302f5a5617395aed6c8e66a7c-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2F8a98fd230c9f463302f5a5617395aed6c8e66a7c-1456x816.png%3Fw%3D2000%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=3840&amp;q=75"/></span></div><div class="max-w-[546px] grow flex flex-col gap-2"><h3 class="text-h4 text-pretty">6 strategies to help you improve, and future-proof, your service level agreement metrics</h3><p class="text-body-sm line-clamp-2">With these strategies, you’ll be able to set SLAs that ensure the best results for your customers and organization.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="incident.io" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4018127fefdc7ffdc853a16ecd6ab0440ed1a3e-255x255.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4018127fefdc7ffdc853a16ecd6ab0440ed1a3e-255x255.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4018127fefdc7ffdc853a16ecd6ab0440ed1a3e-255x255.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">incident.io</span></span></div><div class="text-body-sm text-content-secondary">May 2, 2023</div></div></div></a><a id="8cf0cfde-1734-4c49-8500-7af477229012" class="group flex flex-col" href="/blog/what-is-site-reliability-engineering"><div class="bg-surface-tertiary rounded-lg mb-3 md:mb-6 p-0 relative aspect-video"><span class="block align-top w-full overflow-hidden transition-all ease-in-out duration-300 mx-auto absolute inset-0 group-hover:w-[calc(100%-16px)] group-hover:py-2 [&amp;_img]:transition-all [&amp;_img]:rounded-lg group-hover:[&amp;_img]:rounded"><img alt="What is an SRE? 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In this article, we break down everything you need to know about SREs and what they focus on.</p><div class="flex flex-wrap items-center gap-x-4 gap-y-1"><div class="flex items-center gap-2 flex-wrap"><span class="flex items-center gap-2"><div class="size-[22px] rounded-full overflow-hidden shrink-0"><span class="relative overflow-hidden block align-top"><img alt="incident.io" loading="lazy" width="100" height="100" decoding="async" data-nimg="1" class="!m-0 w-full h-full object-cover" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4018127fefdc7ffdc853a16ecd6ab0440ed1a3e-255x255.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=128&amp;q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4018127fefdc7ffdc853a16ecd6ab0440ed1a3e-255x255.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Foqy5aexb%2Fproduction%2Fa4018127fefdc7ffdc853a16ecd6ab0440ed1a3e-255x255.png%3Fw%3D100%26h%3D100%26q%3D80%26fit%3Dmax%26auto%3Dformat&amp;w=256&amp;q=75"/></span></div><span class="text-body-sm-emphasis leading-[1.1]">incident.io</span></span></div><div class="text-body-sm text-content-secondary">July 14, 2023</div></div></div></a></div><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 group/button cursor-pointer transition-[color,background-color,border-color,opacity,transform] bg-surface-secondary hover:bg-surface-tertiary active:bg-surface-quaternary text-content-primary text-body-emphasis h-[41px] px-4 py-2 md:hidden" href="/blog">View all<svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 16 16" fill="none" class="transition ease-in-out inline-block size-5 group-hover/button:translate-x-1"><path 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1.95 2.021 3.847 3.05 5.762.177.33.392.638.664 1.078.278-.285.499-.494.699-.72q.608-.78 1.305-1.48c.858-.759 1.837-.509 2.286.547q.232.598.343 1.228a66 66 0 0 1 1.509 12.259c.016.812-.048 1.604-.622 2.224-1.29.273-2.019-.428-2.559-1.393-.596-1.065-1.132-2.164-1.763-3.378-.626.854-1.217 1.63-1.773 2.43-.332.479-.651 1.009-1.315.902-.741-.12-1.103-.694-1.26-1.383-.337-1.48-.658-2.961-.98-4.444-.643-2.962-1.302-5.921-1.915-8.89a31 31 0 0 1-.555-3.632c-.045-.521.21-1.067.329-1.6z"></path><defs><clipPath id="server-racks_svg__a"><path fill="#fff" d="M48.644 83.479c0-9.395 7.616-17.012 17.01-17.012h102.878v79.386H48.644z"></path></clipPath><clipPath id="server-racks_svg__b"><path fill="#fff" d="m185.411 28.395 59.945 103.826-32.271 18.632L153.14 47.026z"></path></clipPath></defs></svg><h2 class="text-h3 md:text-h2 text-balance max-w-[588px]">So good, you’ll break things on purpose</h2><p class="text-body md:text-body-lg max-w-[588px]">Ready for modern incident management? Book a call with one of our experts today.</p></div><div class="flex gap-4 flex-col lg:flex-row lg:gap-4"><div class="basis-1/2"><img alt="Signup image" loading="lazy" width="1176" height="641" decoding="async" data-nimg="1" class="w-full h-full object-cover rounded-lg" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=1200&amp;q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fimmutable%2Fmedia%2Fsignup-image.1f5nktjcty_re.png&amp;w=3840&amp;q=75"/></div><div class="basis-1/2 flex flex-col gap-6 bg-surface-secondary rounded-lg p-6"><div class="grow"><h3 class="text-body-emphasis mb-2">We’d love to talk to you about</h3><ul class="flex flex-col gap-2 text-body-serif grow"><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>All-in-one incident management</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Our unmatched speed of deployment</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>Why we’re loved by users and easily adopted</li><li class="flex gap-1"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="21" viewBox="0 0 20 21" fill="none" class="mt-0.5"><path d="M9.14598 14.4365C10.6142 11.6377 12.4682 9.39312 14.6552 7.7673C15.0469 7.47672 15.1281 6.92263 14.8375 6.53205C14.547 6.1403 13.994 6.0603 13.6035 6.34971C11.5753 7.85671 9.81654 9.83428 8.35895 12.2401C7.8025 11.3648 7.19429 10.5978 6.5202 9.92016C6.1755 9.57311 5.61552 9.57312 5.27201 9.91663C4.92614 10.2601 4.92496 10.8201 5.26848 11.1648C6.14727 12.0483 6.90371 13.1165 7.58016 14.4306C7.73191 14.7247 8.03896 14.9129 8.36483 14.9094C8.69306 14.9094 8.99422 14.727 9.14598 14.4365Z" fill="#F25533"></path></svg>How we work for the whole organization</li></ul></div><div class="flex justify-between items-center"><div class="w-full flex gap-4 flex-col sm:flex-row whitespace-nowrap"><a class="relative inline-flex gap-2 items-center justify-center rounded-full focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-offset-2 disabled:opacity-60 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Establish clear escalation paths for different severity levels\"}],\"markDefs\":[{\"_type\":\"slug\",\"_key\":\"slug-4-establish-clear-escalation-paths-for-different-severity-levels\",\"slug\":\"4-establish-clear-escalation-paths-for-different-severity-levels\"}],\"style\":\"h3\"},{\"_key\":\"387b2fa0980b\",\"_type\":\"block\",\"children\":[{\"_key\":\"7f7fd13087050\",\"_type\":\"span\",\"marks\":[],\"text\":\"Some incidents require immediate attention, while others can be resolved in due course. \"},{\"_key\":\"88225edf62dd\",\"_type\":\"span\",\"marks\":[\"616c9857b895\"],\"text\":\"Escalation paths\"},{\"_key\":\"3bcfa4f4a52f\",\"_type\":\"span\",\"marks\":[],\"text\":\", therefore, become an essential part of SLAs. 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