The goals of your customer support team should not be to achieve the bare minimum of service. In this case, you want to set your goals with much more ambition than simply avoiding SLA violations. The best method is to place your customer control team`s response and solution goals well below your SLAs, so you can work consistently to exceed customer expectations. SLAs are promises you make to your customers. If you`re a small business that doesn`t offer legally binding contracts or SLAs, your SLAs may resemble the internal goals set by your customer service team for response and resolution times. Define carefully. A vendor can optimize SLA definitions to ensure they are met….