Overview
SLA stands for Service Level Agreement. It defines the time limits within which support actions should be completed for a Ticket.
For example, you can set an SLA that requires:
- A new Ticket to receive a response within 8 hours.
- A response to be sent within 2 days when the Customer replies to the Ticket.
- A Ticket to be closed within 10 days from the date it was created.
Within SLA
A Ticket is Within SLA when the required action is completed within the configured time limit.
Out of SLA
A Ticket is Out of SLA when the required action is not completed within the configured time limit.
SLA Policy
An SLA Policy defines the conditions used to determine when an SLA should apply to a Ticket.
You can create multiple SLA policies with different conditions. If multiple SLA policies match a Ticket, the policy with the nearest applicable time is applied.
Email Notifications
You can configure email notifications for the Out of SLA event. When a Ticket goes out of SLA, the configured email notification is sent.