SLA Policies
Set up Service Level Agreement (SLA) policies for timely customer support.
SLA Policies
Set up Service Level Agreement (SLA) policies to ensure timely customer support.
What are SLA Policies?
SLA policies help you define and track response time commitments for customer support. They ensure that your team meets service level agreements and provides consistent, timely support.
Monitor first response times
Set target resolution times
Different SLAs for different priorities
Track SLA compliance rates
Setting Up SLA Policies
Navigate to SLA Settings
Go to Settings → Advanced Features → SLA Policies to create and manage your SLA rules.
Create New SLA Policy
Click "Create SLA Policy" to define your service level agreement rules.
Configure SLA Rules
Define the conditions and time targets for your SLA policy:
Name and Description
Give your SLA policy a clear name and description
Business Hours
Define when SLA timers should be active
Response Time Targets
Set first response and next response time goals
Resolution Time Targets
Define maximum time to resolve conversations
Apply to Conversations
Choose which conversations should follow this SLA policy:
By Inbox
Apply to specific inboxes or channels
By Labels
Apply to conversations with specific labels
By Priority
Different SLAs for different priority levels
Set Up Notifications
Configure alerts for SLA breaches and upcoming deadlines:
Breach Alerts
Notify when SLA targets are missed
Warning Notifications
Alert before SLA deadlines are reached
Escalation Rules
Auto-escalate when SLAs are breached
SLA Metrics and Reporting
Response Time Metrics
- • Average first response time
- • Average next response time
- • Response time distribution
- • SLA compliance rate
Resolution Metrics
- • Average resolution time
- • Resolution rate by priority
- • Escalation frequency
- • Customer satisfaction correlation
Best Practices
- Set realistic targets based on your team capacity and customer expectations
- Regular monitoring of SLA performance and compliance rates
- Clear communication with customers about expected response times
- Continuous improvement based on SLA data and customer feedback
- Regular reviews and adjustments to SLA policies as needed
Common SLA Examples
Standard Support
Priority Support
Enterprise Support
Emergency Support
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