Building a service SLA your customers trust
Elena Brooks · Product Marketing
An SLA that looks good on a proposal but fails in the field erodes trust faster than having no SLA at all. The best operators write promises they can measure every morning.
Start with three clocks: time to acknowledge, time to arrive, and time to restore. Publish them per membership tier. Then set escalations, like VIP callbacks 30 minutes before a miss, not after.
Retention tracks more with communication than with raw speed. Customers forgive a delayed ETA when they see it early and get a clear next step.
In OrbitX, memberships, dispatch priority, and customer notifications share the same rules, so your commercial promise and your ops reality stay in sync.
Use the checklist at the end of this playbook to check your current SLAs against what your queue can deliver this week.