SLA Management

Service Level Agreements (SLAs) help ensure your team meets response and resolution time commitments.

Understanding SLAs

SLA Components

• First Response Time: Time to first agent reply
• Next Response Time: Time between customer message and agent reply
• Resolution Time: Time from ticket creation to resolution

Business Hours

SLAs can be configured to only count business hours:

• Define working days (Monday-Friday, etc.)
• Set working hours (e.g., 9 AM - 5 PM)
• Exclude holidays if configured

Priority Multipliers

Adjust SLA deadlines based on priority:

• Urgent: 0.5x (half the normal time)
• High: 0.75x
• Normal: 1x (standard time)
• Low: 1.5x (more time allowed)

Creating SLA Policies

1. Access SLA Management

1. Go to Settings → Support → SLA Management
2. Click "Create SLA Policy"

2. Configure Basic Settings

• Name: Descriptive name for the policy
• Inbox: Associate with specific inbox (optional)
• Is Default: Mark as default policy
• Is Active: Enable/disable the policy

3. Set Timeframes

• First Response: Time to first reply (e.g., 2 hours)
• Next Response: Time between replies (e.g., 4 hours)
• Resolution: Time to resolve ticket (e.g., 24 hours)

4. Configure Business Hours

1. Enable "Use Business Hours"
2. Select working days
3. Set start and end times
4. Configure timezone

5. Set Priority Multipliers

Adjust multipliers for each priority level:

• Urgent: 0.5x (faster deadline)
• High: 0.75x
• Normal: 1.0x (standard)
• Low: 1.5x (slower deadline)

6. Save Policy

Click "Save" to create the policy.

How SLAs Are Applied

Automatic Application

• SLAs are automatically applied when tickets are created
• System selects inbox-specific SLA or default SLA
• SLA tracking record is created

Deadline Calculation

Deadlines are calculated based on:

• Ticket creation time
• Business hours configuration
• Priority multipliers
• SLA timeframes

Breach Detection

• System checks for SLA breaches every minute
• Breaches are logged in ticket activities
• Notifications can be sent (via workflows)

Monitoring SLAs

In Ticket Detail View

• View SLA deadlines in ticket sidebar
• See breach status
• Track first response and resolution times

In Reports

• SLA Compliance Report: View compliance rates
• Breach Analysis: Identify common breach causes
• Response Time Metrics: Track performance

SLA Tracking

Each ticket with an SLA has a tracking record showing:

• First response deadline and status
• Next response deadline
• Resolution deadline and status
• Breach information

Best Practices

1. Set Realistic Timeframes: Base SLAs on actual team capacity
2. Use Business Hours: Only count working hours for accurate tracking
3. Adjust for Priority: Use multipliers to handle urgent tickets
4. Monitor Compliance: Regularly review SLA reports
5. Update Policies: Adjust SLAs as team capacity changes
6. Train Team: Ensure agents understand SLA requirements

Troubleshooting

SLAs Not Applying

• Verify policy is active
• Check if policy is set as default
• Ensure inbox has associated SLA or default exists

Incorrect Deadlines

• Verify business hours configuration
• Check priority multipliers
• Review timezone settings

Breaches Not Detected

• Ensure scheduled command is running: tickets:check-slas
• Check application logs
• Verify SLA tracking records exist

Updated on: 13/03/2026