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Go to Settings > SLAs Click "New SLA Policy" Define target times for each priority:
Warning at 75%: Agent receives a notification Warning at 90%: Supervisor is notified Breach: Ticket is auto-escalated to supervisor, marked as breached
Current breach count Average response and resolution times SLA compliance rate by agent, channel, and priority Trending SLA performance over time
How to Configure and Track SLA Policies
Last updated: 2026-04-02
slaservice-levelresponse-timeescalation
SLA Management
Service Level Agreements (SLAs) help you meet response and resolution time commitments. Available on Starter plans and above.
Setting Up SLA Policies
| Priority | Response Time | Resolution Time |
|----------|--------------|-----------------|
| Low | 8 hours | 72 hours |
| Normal | 4 hours | 24 hours |
| High | 2 hours | 8 hours |
| Urgent | 30 minutes | 2 hours |
Business Hours
SLA timers only count during configured business hours. Set your hours under Settings > SLAs > Business Hours. Timers pause during off-hours and weekends.
SLA Breach Notifications
When an SLA is about to breach:
SLA Dashboard
Monitor SLA compliance in real-time under Analytics > SLA Dashboard: