Question: True or False? In social media, a service level agreement (SLA) refers to how much time passes between when a customer reaches out and when the company responds.
- True
- False
Explanation
A social media SLA sets a clear response-time expectation for customer messages, comments, or mentions. This helps teams manage customer engagement consistently across social channels. In Amazon Ads terminology, timely responses support stronger brand perception because customer interactions are part of the overall brand experience. The SLA focuses on the gap between customer outreach and company response, not the full resolution of every issue.
Why the other options are incorrect
False is incorrect because response-time standards are the core purpose of a social media SLA.
Source for verification
https://advertising.amazon.com/library/guides/customer-engagement
https://advertising.amazon.com/library/guides/brand-engagement
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Social Media Certification" page.