Do not promise customer what you cannot deliver.Do not even reduce the SLA timelines and promise them that it can be done in minutes or by tomorrow. Do a quick estimation and analysis of your available resources and their corresponding capabilities and then promise to the customers with deadlines. It is always better to promise with a little more buffer time than you can actually assume that you can deliver.By this way of commitment, you can be cent percent sure that you can deliver at the committed time to the customer. Please review your company policies before promising the customer.
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