SLAs Overview
Service Level Agreements help you meet response and resolution commitments to customers.
What Are SLAs?
SLAs (Service Level Agreements) define your response time commitments:
- First Response Time: How quickly you initially reply
- Resolution Time: How quickly you fully resolve issues
SLAs help you:
- Meet customer expectations
- Identify at-risk tickets
- Measure team performance
- Prioritize urgent work
How SLAs Work
1. Ticket Created
When a new ticket comes in, SLA timers start based on:
- Ticket priority
- Customer tier (if configured)
- Business hours settings
2. Countdown Begins
The clock runs toward your SLA targets:
- First Response: Until an agent replies
- Resolution: Until ticket is resolved
3. Warnings & Breaches
- Warning: Timer approaching deadline (e.g., 75% elapsed)
- Breach: Deadline passed without meeting target
SLA Indicators
In the Inbox
Tickets show SLA status with color-coded badges:
| Badge | Meaning |
|---|---|
| 🟢 Green | On track |
| 🟡 Yellow | Warning (approaching deadline) |
| 🔴 Red | Breached |
| ⚪ Gray | No SLA / paused |
SLA Timer Display
Each ticket shows time remaining:
- "First response in 2h 15m"
- "Resolve by 4h 30m"
Key Concepts
First Response Time
The time between:
- Ticket creation
- First agent public reply
Internal notes don't count—only customer-facing responses.
Resolution Time
The time between:
- Ticket creation
- Status set to "Resolved" or "Closed"
Business Hours
SLA timers can be configured to:
- Calendar time: Count 24/7
- Business hours: Pause outside working hours
Pausing SLAs
Timers pause when:
- Status is "Pending" (waiting on customer)
- Ticket is "On Hold"
- Outside business hours (if configured)
Default SLA Policies
By Priority
| Priority | First Response | Resolution |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 8 hours |
| Medium | 8 hours | 24 hours |
| Low | 24 hours | 72 hours |
These are defaults—customize based on your needs.
Quick Setup
1. Define Business Hours
Set when your team is available to work.
2. Create SLA Policies
Define targets for different priority levels.
3. Enable Alerts
Configure notifications for warnings and breaches.
4. Monitor
Use the SLA dashboard to track performance.