SLA (Service Level Agreement) – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Wed, 19 Aug 2026 10:19:14 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.3 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png SLA (Service Level Agreement) – SupportCandy https://supportcandy.net 32 32 What is SLA? https://supportcandy.net/docs/what-is-sla/ Wed, 30 Nov 2022 11:46:02 +0000 https://supportcandy.net/?post_type=docs&p=304297
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.

]]> General settings https://supportcandy.net/docs/sla-general-settings/ Fri, 29 Jul 2022 08:31:56 +0000 https://supportcandy.net/?post_type=docs&p=286420
Where to Find

Go to Support → Settings → SLA → General settings to configure the SLA display settings.

SLA Tag Colors
You can change the colors of the Within SLA and Out of SLA tags.
These tags can be displayed in:

  • The Ticket list, when the SLA column is added.
  • The SLA widget of an individual Ticket.
SLA general settings
Ticket list SLA
Individual ticket SLA
]]> SLA Policies https://supportcandy.net/docs/sla-policies/ Fri, 29 Jul 2022 08:32:18 +0000 https://supportcandy.net/?post_type=docs&p=286422
Overview

SLA Policies define the time allowed to complete a required action on a Ticket.

You can create different SLA Policies based on Ticket properties, such as priority or category. Each policy defines when the SLA timer starts, how much time is allowed, and which Tickets the policy applies to.

Where to Find

Go to Support → Settings → SLA → SLA Policies to create and manage SLA policies.
An SLA Policy defines the service commitment that must be completed within a specified time for a Ticket.

SLA list
SLA Policy Settings

Time
Define the time within which the required action must be completed.
For example, you can create a Low Priority Resolution SLA with a time limit of 72 hours.

Calculate From
Calculate From defines the starting point of the SLA timer.
For example, select Date Created for the Low Priority Resolution SLA. The SLA timer starts when the Ticket is created.

Conditions
Conditions define when the SLA Policy should be applied to a Ticket.
For example, to apply the Low Priority Resolution SLA only to low-priority Feature Request Tickets, configure the conditions as follows:

  • Priority = Low
  • Category = Feature Request

Set the relation to AND so that both conditions must be satisfied.
In this example, the Low Priority Resolution SLA is applied for 72 hours from the Ticket creation time when Priority = Low and Category = Feature Request.

Add new SLA
]]> Out of SLA email notifications https://supportcandy.net/docs/out-of-sla-email-notifications/ Fri, 29 Jul 2022 08:32:42 +0000 https://supportcandy.net/?post_type=docs&p=286424
Overview

Out of SLA notifications are sent when a Ticket exceeds the configured time limit of an SLA Policy.

You can create notifications for all SLA Policies or use conditions to send different notifications based on Ticket fields, such as category or priority.

Where to Find

Go to Support → Email Notifications → Ticket Notifications to create and manage email notifications for Tickets that go Out of SLA.

Ticket notification SLA
Create Out of SLA Notification

You can create a notification that is sent when the configured time for any SLA Policy is exceeded.
To create an Out of SLA notification:

  1. Go to Support → Email Notifications → Ticket Notifications.
  2. Click Add New.
  3. Set Trigger to Out of SLA.
  4. Configure the notification details and recipients.
  5. Save the notification.
Select SLA email notification trigger
Create Out of SLA Notification

Adding conditions to an Out of SLA notification is optional.
Without conditions, the notification is sent for all SLA Policies.
You can add conditions to create different notifications for specific Ticket types.
For example, to send an Out of SLA notification only for the Marketing category:

  • Set Trigger to Out of SLA.
  • Add the condition Category = Marketing.
Subject and Email Body

You can customize the Subject and Email Body according to your requirements.
You can also specify the recipients who should receive the notification.

Add SLA email notification
Multiple Notifications

You can create multiple Out of SLA notifications and use conditions to differentiate them based on Ticket fields.
For example, you can create separate notifications for different categories, priorities, or other Ticket fields.

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