Mastering support expectations: Thena's smart SLA policies

Mastering support expectations with Thena's SLAs

In the world of B2B customer support, consistency and timely communication are key to building trust and maintaining strong relationships. Your customers expect clear response times, and your team needs reliable tools to meet those promises. That’s where Service Level Agreements (SLAs) come in, and at Thena, we’ve built a smart, flexible way to manage them. Thena's SLA policies help you define and track response expectations, ensuring your team delivers timely, consistent support, every time.

The challenge of juggling support expectations

Without clear SLA policies, support teams can struggle to prioritize effectively. It’s hard to know which tickets need attention first, whether a response is truly overdue, or how performance measures up against customer expectations. Manually tracking these benchmarks is time-consuming and prone to errors. Generic, one-size-fits-all SLA rules often don't account for the nuances of different ticket types, customer tiers, or unique situations that arise in real-world support.

Thena's tailored SLA policy solution

Thena empowers you to create multiple, highly tailored SLA policies, moving beyond rigid rules to genuinely smart management. You can define specific policies for different ticket types, priority levels, or even the source of the customer inquiry. Each SLA policy in Thena is designed for clear, effective management, making it easy to apply and differentiate across your teams. An SLA policy in Thena includes three core components that give you complete command:

• Conditions: These define precisely when an SLA policy should be applied.

• Target Metrics: These set the time-based goals your team aims for.

• Advanced Options: These provide the flexibility to pause timers when external factors come into play

Powerful features of Thena's SLA policies

We’ve engineered Thena's SLA features to provide the control and visibility your modern support team needs:

A big step forward for B2B customer support

Thena's SLA policies transform how B2B support teams manage expectations and deliver service. This means:

• Consistent service delivery: Ensure every customer, regardless of their issue or origin, receives a predictable and high-quality response.

• Enhanced team accountability: Clear targets and live tracking foster a culture of ownership and timely action within your team.

• Improved customer trust: Meeting defined response times consistently builds strong customer relationships and reinforces your commitment to their success.

• Optimized workflows: Use data from SLA performance to identify bottlenecks, refine processes, and continuously improve your support operations.

• Fair performance measurement: With flexible pause conditions, your SLA data accurately reflects your team's effort and doesn't penalize them for external delays. It's about making your support team more reliable, more efficient, and more transparent, ultimately leading to happier B2B customers.

Practical SLA use cases

Here’s how Thena's SLA policies can work in real-world scenarios: