Business Context

TechCorp provides a SaaS platform with a customer support team that operates under strict service level agreements (SLAs) promising responses to 90% of inquiries within 24 hours. Recently, the support team has reported a decline in SLA compliance from 92% to 85% over the last quarter, raising concerns from the VP of Customer Experience regarding customer satisfaction and retention.

Available Data

Task

1. Define SLA compliance precisely — what counts as a compliant response?
2. Decompose the SLA compliance metric to identify the primary drivers of the decline.
3. Propose 3-4 hypotheses for the decline in compliance and outline how you would test each.
4. Recommend 2-3 actionable interventions aimed at improving SLA compliance.
5. Identify additional metrics to monitor post-implementation of changes.

Constraints

• The analysis must be completed within one month to inform the upcoming management review.