Support SLA Best Practices for Reseller Hosting

Set Clear Windows

Publish response SLAs (e.g., Sev-1 within 1 hour, Sev-2 within 4 hours) and resolution targets. Share support hours and emergency contact.

Escalation & Status

• Escalation flow: support → senior → ops.
• Maintain status page with incident updates and ETAs.

Maintenance Windows

Pick low-traffic times, announce in advance, and provide rollback plans. Post change logs.

Measure & Improve

Track SLA compliance, first response, resolution time and CSAT. Use data to staff and train appropriately.