An SLA policy (service level agreement) lets you set standards of performance for your support team. They're like a target, or a deadline, within which your team is expected to respond and resolve tickets. 

You can set targets for 

- the very first response that you send to the customer

- every response that's sent after the first response (Available from Estate) 

- the ticket resolution 

You can either have a single SLA policy for all tickets or have different SLA policies for different types of tickets. As an example, you can have a shorter SLA target for tickets from Social media or VIP customers. 


In these series of articles, we'll be talking about

Editing the default SLA policy

- Multiple SLA policies

- SLA targets for every response

Reminders and escalations for an SLA policy 

Editing the default SLA policy

The default SLA policy applies to all your tickets.

  1. Login as an admin

  2. Go to, Admin > WorkflowsSLA Policies

  • Because how fast you're required to respond to tickets depends on its priority, you can set-up a different SLA target for the different ticket priorities- urgent, high, medium and low
  • Choose whether the SLA should be calculated based on Business or Calendar hours

  • If you want to enable escalations when service levels are violated, make sure the Escalation option button is toggled on (Available from Estate onwards) 
  • Click Save to finish setting up your SLA Policy