SLA (Service Level Agreement)

An agreement on service levels: guaranteed quality metrics and support response times. It sets measurable expectations for a supplier's performance, such as how quickly a TMC must respond to a traveller emergency or resolve a booking issue. SLAs give companies a basis to hold suppliers accountable and measure the quality of service they're receiving.

In corporate travel, SLAs commonly cover response times for different request types — for example, emergencies, urgent changes and routine questions — as well as availability of support (office hours or 24/7), booking accuracy, invoice accuracy, the time needed to issue documents and reporting deadlines. SLAs may also define escalation procedures and the consequences if targets are missed, such as service credits or fee reductions. For travel platforms, SLAs may also cover system availability and the resolution time for technical issues.

An SLA is only as useful as the way it is monitored. Companies should agree how performance will be measured and reported, and review results regularly with the supplier. Metrics should reflect what matters most to travellers and the business — for example, how quickly a stranded traveller is rebooked — rather than easily measured but less meaningful indicators. Clear SLAs also help set realistic expectations on both sides. Travellers' feedback is a useful complement.

Tumodo's support team is available 24/7 and works under a 30-minute SLA. This means that even complex requests are typically handled within half an hour, while simple ones are resolved faster. Travellers can contact support at any stage of the trip — before, during or after — and each client also has a dedicated key account manager responsible for setup, onboarding and the ongoing quality of service.