SLA Policies

An SLA (Service Level Agreement) is an agreed-upon time period within which a response and/or resolution should be provided for a ticket.

SLA Policies will help your team to prioritize the issues as per the SLA (Service Level Agreement), you can set up the SLA workflows to send you reminders before the SLA is breached or when it is violated.

Here's how you can create the SLA Policies:

  1. Go to Settings -> SLA policies.

  2. Click on Add new policy button.

  3. Fill in the basic details.

  4. Configure the SLA as per ticket priorities.

  5. Add reminders and escalation emails if needed.

  6. Click on Save changes.

Note:
Calculation of Ticket Resolution Time

When setting up the SLA Policy, you can manually define the resolution time for tickets. However, the actual resolution time is calculated based on default or custom operational business hours.

For example: Ticket is generated on 1st April 2024 (Monday) at 9:00 am and the SLA policy details are- Resolution Time - 1 Day (equivalent to 24 Business hours)
Operational Hours - Default Business Hours (equivalent to 8 hours per day).

Since the ticket is created with a resolution time of 24 business hours, it means it will take about 3 business days to resolve. So, for the ticket created on Monday, it might be resolved by Wednesday at 5:00 pm.

Calculation of First Response Time

Similarly, the Actual First Response Time is calculated based on default or custom operational business hours

For example: Ticket is generated on 1st April 2024 (Monday) at 9:00 am and the SLA policy details are- First Response Time - 30 minutes
Operational Hours - Default Business Hours (equivalent to 8 hours per day).

For the ticket created at 9:00 am (Monday), the expected First Response by the agent is at 9:30 am (Monday).