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Service Level Agreements (SLA)

Service Level Agreements (SLA)


The specific amount of time the company has to respond and resolve different types of incoming tickets from customers.

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Service Level Agreements (SLA)


In customer support service, SLAs (Service Level Agreements) are time-based deadlines that you promise customers to respond to and resolve different tickets.


This automatically calculates and displays SLA time using predefined SLA policies so you can deliver on promises.

What is SLA Policy?

SLA policy is a set of conditions and time which, when applied, the time set in the policy is used as the SLA time of the ticket.

How does it work?

  • The administrator sets different SLA policies for different types of situations. For example, the first response to high priority ticket should be given within 4 hours.

  • Whenever modifications are made to the ticket, all SLA policies are checked, and the closest possible policy is applied from matched policies.

  • You can set ticket notifications for the “Out of SLA” event so that email notifications will be sent to recipients if the deadline is missed.

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