Service targets

The target that actually keeps customers.

For anything taking more than a day, the update commitment matters more than the resolution target. "We will update you every day at four" is a promise you can keep even when there is nothing to report.

Silence trackedNo-news updatesBecomes a promiseDaily default

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Silence is measurable

Days since the customer last heard anything is tracked directly, because that is what the customer actually experiences.

"No news" is a valid update

Still investigating, nothing new, next update tomorrow. Teams avoid sending these and they are exactly the ones that preserve trust.

It is a promise

An update commitment creates a tracked promise with a due time, and shows on the same list as every other commitment to that customer.

SLAs

The rest of this area.

Response and resolution targets that a small team can actually maintain.

First response

How quickly somebody gets a real reply.

Resolution

When the customer's problem is actually finished.

Priority rules

What makes something critical, written down once.

Before the breach

A warning while there is still time to act.

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Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.

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