Armelle

Hi @Ilya Gook, 

Thank you for your response and for sharing the link to the article. It will be very helpful! 

Hi, 

I'm working on implementing an SLA for our several support channels. We are a small tech start-up that mostly works with B2B partners. I'm the only person in charge of the customer service, but we don't receive that many emails and calls (around 50 emails and 70 calls per month). What do you suggest would be a good SLA for the email channel? 

Thank you in advance,