SLA Badge
Overview
The SLA (Service Level Agreement) badge is a visual indicator of how quickly you respond to client enquiries. It is calculated automatically based on your median response time and displayed on your vendor card in the directory. A strong SLA badge signals to planners that you are responsive and reliable, which can significantly increase your chances of being shortlisted.
How the Badge Is Calculated
DreamPlan tracks the time between when an enquiry is received and when you send your first reply. The system calculates the median response time across your recent conversations.
The median is used rather than the average because it is not skewed by outliers. For example, if you respond to 9 out of 10 enquiries within 30 minutes but miss one that takes 48 hours, your median response time still reflects your typical performance.
Badge Tiers
| Badge | Icon | Median Response Time | What It Signals |
|---|---|---|---|
| Lightning | Lightning bolt | Less than 1 hour | Exceptionally fast responder |
| Fast | Clock | Less than 4 hours | Quick and reliable |
| Same Day | Calendar | Less than 24 hours | Responds within the same business day |
If your median response time exceeds 24 hours, no badge is displayed.
The vendor dashboard showing the SLA badge on your profile card.
Where the Badge Appears
- Vendor cards in the directory and search results
- Your profile page visible to planners
- Enquiry responses as a trust signal for the client
Planners often filter or sort by response time when choosing vendors, so a visible badge gives you a competitive advantage.
Improving Your Response Time
- Enable auto-reply. An auto-reply counts as an immediate response and brings your median response time down significantly. Set one up on the Templates page.
- Turn on notifications. Make sure email and push notifications are enabled so you know immediately when a new enquiry arrives.
- Use templates. Pre-written templates let you send a substantive reply in seconds. See the Templates page for setup.
- Check your inbox regularly. Even a brief daily check during busy periods keeps your response time low.
- Respond even when you are unavailable. A quick message saying “Thanks for your enquiry, I will send details tomorrow” is better than no response for 48 hours.
Opting Out
If you do not want an SLA badge displayed on your profile, you can opt out from your account settings.
- Go to Settings in the sidebar.
- Find the SLA Badge section.
- Toggle the badge visibility to Off.
- Save.
Your response times are still tracked internally, but the badge will not appear on your vendor card or profile.
Tip: Think carefully before opting out. Planners actively look for vendors with SLA badges, and hiding yours may reduce your visibility.
Tips
Tip: Aim for the Lightning badge. Vendors who respond within an hour are significantly more likely to convert enquiries into bookings.
Tip: Auto-reply is the easiest way to ensure every enquiry gets an instant response. It takes two minutes to set up and dramatically improves your SLA.
Tip: Your SLA badge updates over time as more conversations are tracked. A few slow responses early on will be offset by consistent fast replies.
Tip: If you are going on holiday, set up an auto-reply that acknowledges the enquiry and gives an expected response date. This keeps your SLA badge intact.
FAQ
How often is the badge recalculated? The badge is recalculated regularly based on your recent conversations. Improvements in response time are reflected within a few days.
Does auto-reply count as a response for SLA purposes? Yes. An auto-reply is counted as your initial response, which means it contributes to your median response time calculation.
What if I have very few conversations? The badge is calculated once you have enough conversation data. New vendors may not see a badge until they have handled several enquiries.
Can planners see my exact response time? No. Planners only see the badge tier (Lightning, Fast, or Same Day). Your exact median response time is not displayed publicly.
If I opt out, can I opt back in later? Yes. Toggle the badge visibility back to On in your settings. The badge will reappear based on your current median response time.
Does the time I respond to follow-up messages affect my SLA? The SLA badge is primarily based on your first response to a new enquiry, not subsequent messages within the same conversation.