Set response time targets, track compliance, and ensure your team meets support commitments.
SLA management is an Enterprise feature.
What is SLA Management?
Service Level Agreements (SLAs) define:
- Response time targets - How quickly to respond
- Resolution time targets - How quickly to resolve
- Escalation rules - What happens if targets are missed
- Compliance tracking - Monitor performance against targets
Setting Up SLAs
Creating an SLA Policy
Navigate to SLA Settings
Dashboard → Configuration → SLA Management
Click Create Policy
Select Create New SLA Policy
Name Your Policy
Give it a descriptive name (e.g., “Standard Support”)
Define Targets
Set response and resolution time goals
Configure Escalation
What happens when targets are missed
Save Policy
Policy is now active
SLA Targets
Response Time
Time until first staff reply:
| Priority | Example Target |
|---|
| Urgent | 15 minutes |
| High | 1 hour |
| Medium | 4 hours |
| Low | 24 hours |
Resolution Time
Time until ticket is closed:
| Priority | Example Target |
|---|
| Urgent | 4 hours |
| High | 8 hours |
| Medium | 24 hours |
| Low | 72 hours |
Configuring Targets
For each priority level, set:
| Setting | Description |
|---|
| Target Time | Hours/minutes to meet |
| Warning Threshold | When to show warning (e.g., 75%) |
| Breach Threshold | When SLA is breached (100%) |
Business Hours
SLA timers can respect business hours:
Setting Business Hours
- Go to Configuration → Business Hours
- Define your operating schedule
- Set timezone
- Add holidays (optional)
Example Schedule
| Day | Hours |
|---|
| Monday-Friday | 9:00 AM - 6:00 PM |
| Saturday | 10:00 AM - 2:00 PM |
| Sunday | Closed |
Timer Behavior
| Option | Description |
|---|
| 24/7 | Timer runs continuously |
| Business Hours | Timer pauses outside hours |
| Hybrid | Different rules per priority |
For urgent tickets, consider 24/7 SLA. For low priority, business hours is often appropriate.
SLA Conditions
Applying SLAs
SLAs can apply based on:
| Condition | Example |
|---|
| Priority | All urgent tickets |
| Category | Billing category |
| Tag | VIP customers |
| User Role | Premium members |
Multiple Policies
When multiple policies could apply:
- Most specific policy wins
- Priority order can be configured
- First matching policy applies
Escalation Rules
Warning Actions
When approaching breach (e.g., 75% of time):
- Highlight ticket in dashboard
- Send notification to assignee
- Alert team channel
- Add warning indicator
Breach Actions
When SLA is breached:
| Action | Description |
|---|
| Reassign | Move to senior staff |
| Notify | Alert managers |
| Escalate | Trigger escalation workflow |
| Log | Record for reporting |
Configuring Escalation
Open Policy
Edit the SLA policy
Go to Escalation
Select the Escalation tab
Add Rules
Define warning and breach actions
Set Recipients
Who should be notified
Save
Escalation rules are active
Monitoring SLAs
Dashboard View
The SLA dashboard shows:
- Active Tickets: Current SLA status for open tickets
- At Risk: Tickets approaching breach
- Breached: Tickets past target
- Compliance Rate: Percentage meeting SLA
Visual Indicators
In ticket lists:
| Indicator | Meaning |
|---|
| 🟢 Green | On track |
| 🟡 Yellow | At warning threshold |
| 🔴 Red | Breached |
| ⚪ Gray | SLA paused (awaiting customer) |
SLA Clock Display
Each ticket shows:
- Time remaining (or elapsed since breach)
- Target time
- Current status
- Pause/resume state
Pausing SLAs
Automatic Pauses
SLA can pause when:
- Waiting for customer response
- Ticket is on hold
- Outside business hours (if configured)
- Pending approval
Manual Pauses
Staff can pause SLA when:
- Click SLA indicator on ticket
- Select Pause SLA
- Add reason (optional)
- SLA clock stops
Remember to resume SLA when work continues.
Reporting
SLA Reports
Track compliance over time:
| Metric | Description |
|---|
| Compliance Rate | % of tickets meeting SLA |
| Avg. Response Time | Mean first response time |
| Avg. Resolution Time | Mean time to close |
| Breaches | Count of SLA breaches |
Filtering Reports
- By date range
- By SLA policy
- By priority
- By staff member
- By category
Exporting
Export SLA data for:
- Management reporting
- Compliance documentation
- Historical analysis
Best Practices
Start Conservative
Set achievable targets initially. Tighten as you improve.
Differentiate by Priority
Not every ticket needs a 1-hour response. Match targets to importance.
Use Business Hours
Avoid overnight breaches by setting appropriate business hours.
Review Regularly
Analyze SLA data monthly to identify improvement opportunities.
Need Help?
Questions about SLA? Join our Discord
