Service Level Agreement

A target response time or resolution time that your support team commits to meeting. Verabase tracks SLA compliance in real time and alerts you before breaches occur.

Technical definition

SLAs define measurable commitments for support operations — typically first response time (e.g. < 1 hour), resolution time (e.g. < 24 hours), and uptime (e.g. 99.9%). SLA compliance is calculated as (conversations meeting target ÷ total conversations) × 100. SLAs may be tiered by customer priority, plan tier, or issue severity.

How Verabase uses SLA

Verabase's SLA tracking is built into the Analytics dashboard. You define SLA targets per priority level (Urgent: 15 min, High: 1 hour, Normal: 4 hours) and Verabase monitors compliance in real time. AI-resolved conversations almost always meet SLA targets due to sub-2-second response times. For human-handled conversations, Verabase shows a countdown timer in the Live Inbox and sends Slack/email alerts before an SLA breach occurs.

Why it matters for support teams

SLA breaches cost real money — in enterprise contracts, they can trigger service credits or penalties. More importantly, consistently missing SLA targets signals to customers that their issues aren't a priority. AI agents make SLA compliance effortless for the 60-80% of conversations they handle, freeing your team to focus on the complex cases that actually need human attention.

Related terms

How Verabase Handles Self-Healing Knowledge

The standard industry approach relies on support agents manually flagging stale content and technical writers updating documentation weeks later. Verabase completely upends this model through an autonomous AI platform that identifies knowledge gaps the moment an AI agent encounters a question it cannot answer.

Rather than requiring manual intervention, our visual RAG engine drafts a proposed fix. It analyzes the context of the user's question, reviews your existing knowledge base for conflicts, and creates a clear, structured article or snippet. All you need to do is click 'Approve'. This ensures your AI agents continually get smarter over time without adding to your support team's workload.

Security First Architecture

Many legacy platforms bolt AI onto their existing infrastructure, creating potential data leaks between tenants or exposing sensitive internal documents to end-users. Verabase is built from the ground up with a Bring Your Own Key (BYOK) architecture, enterprise-grade access controls, and strict semantic boundaries. This means your private engineering documents never accidentally leak into customer-facing agent responses.