What is a speed to lead SLA?

The difference between wanting to answer quickly and having decided to. A real one names a target time, states who is responsible in each window including evenings and weekends, and says what happens when the target is missed. Without it, response time is whatever the day allowed, and nobody notices the enquiries answered on Monday that arrived on Friday night. The point of writing it down is that it becomes measurable, and a number nobody measures is an intention rather than a standard.