01
1. Scope
This SLA applies to sales-ready inbound contacts created in HubSpot from the agreed sources. Exclusions must be documented, not decided after a breach.
Copy, adapt, and agree the operating rules
Lead Response SLA Template
Use this template to define which leads are covered, when the clock starts, what counts as a response, and what happens when the commitment is missed.
02
2. Response commitment
High-intent inquiries: [15] working minutes. Other qualified inbound leads: [60] working minutes. The timer begins when an eligible contact is created and routable.
03
3. Valid first response
A logged buyer-facing call, one-to-one sales email, meeting, or communication. Internal notes, tasks, owner changes, and automated acknowledgements do not count as human first response.
04
4. Ownership and escalation
The assigned owner is accountable until the lead is explicitly rerouted. At breach, notify the owner and operating channel. After [15] additional minutes, escalate to the manager or fallback owner.
05
5. Measurement
Review median response time, 75th and 90th percentiles, breach rate, no-response rate, recovery rate, meetings, pipeline, and won-after-breach revenue by source and owner.
Frequently asked questions
Should an SLA use working hours?
Yes, if coverage is not genuinely 24/7. Define the timezone, operating window, holidays, and after-hours path explicitly.
Who should approve the SLA?
Sales leadership, RevOps, marketing operations, and the managers accountable for lead coverage should agree the definitions and escalation path.