How do companies start with SLAs?

One of the most common examples of SLAs to start with is based around ticket severity types (low/normal/high/urgent) with different response and resolution timeframes assigned based on the severity. It should be noted that some companies prefer “private” and “public” SLAs – this means showing customers one thing with the SLAs stating another. For example, a company may tell customers to expect a support ticket response within 6 hours, but their SLA requires a 4 hour response. This gives them wiggle room and makes them look better to customers if they are able to respond faster - classic "under promise and over deliver".

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