GTM Glossary · Metrics
Lead Response SLA
A committed maximum time to first human contact after a qualified signal arrives.
[01]What It Means
An SLA names the window, the owner, the fallback if the owner is unavailable, and how compliance is measured. Without those four parts it is an aspiration, not an agreement.
[02]Why It Matters
Response commitments turn intent into a system. They also make outsourced arrangements auditable: a partner promising fifteen minutes can be measured against it every week.
[03]Where It Goes Wrong
An SLA with no owner outside working hours.Measuring automated acknowledgement rather than human contact.Setting an SLA the staffing model cannot support, which erodes trust internally.
[04]Related Terms