Have a process in place to deal with the issues and strictly adhere to that. Have proper Time Lines to resolve the issues based on the Severity and Priority of the Issue. Update the customer about the timelines and the process. Keep customer posted with current status as well as the process.Communicate the SLA process with this customer. Psychologically this will prepare them for the timelines. Give priority to the catastrophic and blocking issues while nice-to-have request can be held waiting for some time. Keep the response time SLA as minimum as you can and plan the resolution SLA’s according to the strength of your resources.
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