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# SLA Management

# 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