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  1. Home
  2. Glossary
  3. SLA
CRM Glossary

What is SLA?

Service Level Agreement. A commitment between a service provider and a customer that defines expected response times, resolution times, and availability. In CRM, SLAs are often applied to support tickets.

Related terms

Sales Cycle
The average time it takes to move a deal from first contact to closed-won. Shorter sales cycles improve cash flow and indicate an efficient sales process.
Sales Pipeline
The set of stages and deals that represent your sales process from prospecting to closing. Managing the sales pipeline involves moving deals forward, removing stale...
Segmentation
The practice of dividing your contacts or accounts into groups based on shared characteristics such as industry, deal size, engagement level, or geography. Segments enable...
SQL
Sales Qualified Lead. A lead that has been vetted by the sales team and meets the criteria for active pursuit. SQLs have a confirmed need, budget, and timeline and are ready...

All 52 terms in the CRM Glossary

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