What is an SLA?
An SLA defines target response and resolution times for support tickets, often based on priority, team, customer tier, or business hours.
1 min read
How an SLA works
- Set first-response targets
- Set resolution targets
- Pause timers outside business hours
- Warn before breach
- Escalate high-risk tickets
Frequently asked questions
Yes, once support volume grows. SLAs turn response expectations into a visible operating system.
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