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

This add-on calculates and automatically shows the SLA time by using pre-set SLA policies so that you can keep the 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.


SupportCandy – SLA

Billed yearly, until canceled.

Support and updates are subject to an active license.

Details and compatibility

Current Version


Minimum WordPress Version


Minimum PHP Version



Please create a ticket if you still have any further queries about this product. We’ll get back within 24 hours, if not early.