SLA (Service Level Agreement)

Operational targets for response time and booking confirmation. Critical for customer experience and CSAT.

Two Key SLAs

Quote SLA: <24 Hours

Definition: Time from customer inquiry to price quote

Target: 95% of inquiries receive quote within 24 hours

Applies to:

Standard requests (1 course, 2-4 players, clear dates)
Simple packages (golf + transport, no complex requirements)

Why it matters:

Customer shopping multiple platforms
Fast quote = higher conversion (customer doesn’t wait for competitor)
Shows responsiveness = builds trust

How measured:

Time_to_quote = timestamp(quote_sent) - timestamp(inquiry_received)

Month 3 target: 95% under 24hr, average 8-12hr

Confirmation SLA: <48 Hours

Definition: Time from customer payment to booking confirmation

Target: 90% of bookings confirmed within 48 hours

Applies to:

Manual desk bookings (need to call course)
API bookings confirm instantly (no SLA needed)

Why it matters:

Customer paid, wants certainty
Tee times can fill up (need to lock in quickly)
Delays create anxiety = poor experience

How measured:

Time_to_confirm = timestamp(confirmation_sent) - timestamp(payment_received)

Month 3 target: 90% under 48hr, average 12-24hr

SLA by Booking Type

API Bookings (Golfsavers, GolfThai)

Quote: Instant (real-time availability check)

Confirmation: Instant (API books immediately after payment)

No SLA needed: Automated workflow, <30 seconds end-to-end

Volume: Target 65-70% of bookings via API by Month 6

Manual Desk Bookings

Quote: <24hr (operator checks LINE/calls course)

Confirmation: <48hr (operator confirms after payment, course replies)

Dependency: Course response time (most courses reply within 3-12 hours during business hours)

Volume: 30-35% of bookings via manual desk by Month 6

Bottleneck: If course doesn’t reply quickly, SLA at risk. Mitigation: pre-negotiated time windows with popular courses.

Complex Packages (Corporate, Multi-Destination)

Quote: <72hr (requires custom pricing, multi-course coordination)

Confirmation: <5 days (multiple suppliers involved)

Volume: 10-15% of bookings

Why longer: Need to coordinate hotel, transport, multiple courses, group rates. Not standardized workflow.

Operational Workflow for SLA Compliance

Quote Generation (<24hr)

Automated:

Customer inquiry arrives (LINE bot / web)
AI classifies intent (“4 rounds in Pattaya, Dec 10-13”)
System checks API availability for requested courses
If available: Generate quote instantly
If not available: Route to manual desk

Manual desk:

Operator receives inquiry (SMS alert)
Check course availability via LINE/phone
Generate quote in system
Send to customer via LINE

Target: Operator handles 10-15 quotes/day, average 15-20 min per quote

Confirmation Flow (<48hr)

API bookings:

Customer pays via PromptPay/card
Payment webhook triggers booking API call
API confirms instantly
System generates e-voucher
Send to customer via LINE/email

Time: 30-60 seconds

Manual desk bookings:

Customer pays
System notifies manual desk operator
Operator calls/messages course to confirm booking
Course confirms (within 2-24hr typically)
Operator updates system
System generates e-voucher
Send to customer

Time: 2-48hr (depends on course response)

Failure case: If course doesn’t reply within 36hr, operator escalates:

Call instead of LINE
Contact course manager directly (pre-established relationship)
Offer alternative course at same price

SLA Monitoring

Dashboard metrics:

Inquiries received today: 45
Quotes sent within 24hr: 42 (93%)
Avg quote time: 11hr 23min
Bookings confirmed within 48hr: 18/20 (90%)
Avg confirmation time: 15hr 08min

Alerts:

If any inquiry pending >18hr without quote → alert ops manager
If any booking pending >36hr without confirmation → escalate to Tan

Weekly review:

% meeting quote SLA (target: ≥95%)
% meeting confirmation SLA (target: ≥90%)
Identify bottleneck courses (slow to reply)
Train manual desk operators on efficiency

Why SLAs Matter (CSAT Link)

Fast quote:

Customer feels heard (“they got back to me quickly”)
Higher conversion (doesn’t shop around as much)
CSAT correlates with response time

Fast confirmation:

Reduces anxiety (“did my booking go through?“)
Fewer support inquiries (“when will I get confirmation?“)
Professional impression (“they have their act together”)

Data from travel industry:

<12hr quote time: 4.7/5 CSAT avg
12-24hr quote time: 4.4/5 CSAT avg
24hr quote time: 3.9/5 CSAT avg

SLA compliance drives CSAT, which drives retention and referrals.

Manual Desk Efficiency Tactics

Pre-Negotiated Time Windows

Problem: Calling 50 different courses = coordination overhead

Solution: Negotiate preferred time windows with top 30 courses

“We send you 10-20 bookings/month. Can you guarantee reply within 6 hours?”
Most courses agree (they want the volume)
Reduces confirmation time from 24-48hr → 6-12hr

Templated LINE Messages

Problem: Typing custom message for each inquiry = slow

Solution: Macros for common scenarios

“Hi, do you have availability for 2 players on [date] at [time]? Customer name: [name]. Please confirm rate.”
Send with 2 clicks instead of typing
Saves 5-10 min per inquiry

AI-Assisted Classification

Problem: Manual desk wastes time on inquiries that could be API-automated

Solution: AI routes inquiry correctly

If course has API availability: Don’t route to manual desk
If course needs manual check: Route immediately (don’t wait)
Reduces manual desk load by 30-40%

Competitive Context

Golfasian: Email-based, 24-48hr quote time (sometimes 72hr)

Golfsavers: Instant for API courses, but no manual desk for non-API courses

Club Thailand Card: Phone-based, 48-72hr quote time (business hours only)

GolfOkay advantage: <24hr quote SLA for 100% of inquiries (API + manual), not just API-enabled courses.

SLA Trade-offs

Tighter SLA (e.g., <12hr) = higher operational cost:

Need 24/7 manual desk coverage (night shift in Thailand to serve international customers)
Higher stress on operators
May sacrifice quality for speed

Current SLA (<24hr quote, <48hr confirm) is optimal:

Achievable with single-shift operations (9am-6pm Thai time)
Competitive vs incumbents (faster than Golfasian, more comprehensive than Golfsavers)
Doesn’t require 24/7 staffing (expensive)

If SLA consistently missed:

Hire 2nd manual desk operator
Extend manual desk hours (6am-9pm)
Or accept that complex packages take >24hr (set expectations)

Month 3 Performance Milestones

Quote SLA:

95% of inquiries quoted within 24hr
Avg quote time: 10-14hr
0 inquiries >36hr without quote

Confirmation SLA:

90% of bookings confirmed within 48hr
Avg confirmation time: 12-20hr
0 bookings >72hr without confirmation

If these hit: Operational process is working. Can scale volume.

If these miss: Bottleneck identified (need more manual desk capacity or better course relationships).

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