SLA Policies

Promise response and resolution times per ticket priority — and have the system hold you to them. Tickets show a live countdown chip, the first reply to the customer stops the response clock, and missed targets are flagged on the ticket and emailed to you automatically.

Overview

Build policies in Admin Settings → SLA Policies (under Operations). A policy defines, for each priority (Urgent / High / Medium / Low), how many hours you have to respond and how many to resolve. Leave a target blank to skip it.

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Live Countdown

The ticket header shows "SLA: respond in 2h 10m", turning red when overdue and "SLA met" once resolved.

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Contract-Driven

Attach a policy to a customer's contract (Customers → Contracts tab) — their tickets get its targets.

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Org-Wide Default

Mark one policy as default and every ticket without a contract policy uses it.

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Breach Alerts

Missed targets add a staff note to the ticket and email a summary to your business address.

Creating a Policy

Add the Policy

In Admin → SLA Policies, give it a name (e.g. Gold Support) and fill in the respond/resolve hours for each priority that should have a target. Half-hours are fine (e.g. 0.5).

Decide How It Applies

Tick Default policy to apply it to every ticket org-wide, or leave it unticked and attach it to specific customers through a contract: open the customer → Contracts tab → add or edit a contract and pick the policy in its SLA dropdown.

Save

Click Save Policy. Targets are stamped on new tickets from that moment on — a customer's active contract policy wins, otherwise the default applies.

How the Clocks Work

Response clock — starts at ticket creation and stops at your first customer-visible note (private notes don't count).
Resolution clock — starts at ticket creation and stops when the ticket reaches a resolved status (custom statuses honored via their "resolved" flag).
Breaches — checked every 10 minutes. A missed target stamps the ticket, adds a private system note ("SLA response target breached..."), and sends one summary email per check to your business email covering all newly breached tickets.
The ticket header chip reflects all of this live: respond in 1h 20m → resolution overdue by 3h → SLA met / SLA breached once closed.

New tickets only: targets are computed when a ticket is created. Changing a policy, contract, or the default doesn't re-stamp tickets that already exist.

Frequently Asked Questions

Which policy wins if a customer has a contract AND there's a default?

The contract's policy. The default only applies to tickets whose customer has no active contract policy.

Does changing a ticket's priority update its SLA targets?

No — targets are stamped from the priority at creation time. If a mis-prioritized ticket needs different targets, note it and prioritize correctly at check-in.

What stops the response clock exactly?

The first staff note that the customer can see — a public note, or a note sent by email/SMS. Private staff-only notes don't stop it.

Where do breach alerts go?

A private system note is added to the breached ticket, and a summary email goes to your business email address (Admin → System Settings business info).

How do I turn SLAs off?

Untick the default flag (or delete the policy) and remove policies from contracts. Existing tickets keep the targets they were created with.

Need Help?

If you have questions about setting up SLA policies or contracts, our support team is here to help.

Contact Support