Never Miss a Response Deadline
Set service level agreements based on priority, customer type, or channel. Get alerts before breaches and track compliance with detailed reporting.
Why Teams Love SLA Management
Proactive Alerts
Get notified before SLAs breach, not after.
Customer-Specific Targets
VIP customers get faster response times automatically.
Compliance Tracking
See SLA compliance rates by team, agent, and period.
Auto-Escalation
Tickets approaching breach can be automatically escalated.
What You Can Do
Multi-Level SLAs
Different targets for first response, next response, and resolution.
Business Hours
SLAs pause outside your operating hours.
Priority-Based
Urgent tickets get tighter SLAs than low priority.
Holiday Calendars
Automatically exclude holidays from SLA calculations.
Common Use Cases
Frequently Asked Questions
Can I have different SLAs for different customers?
Yes, assign SLA policies based on customer tags, company, plan tier, or any custom field.
What happens when an SLA breaches?
You can configure notifications, auto-escalation, or other automation actions.
Do SLAs apply to internal notes?
No, SLA timers only count customer-facing responses.
Ready to Try SLA Management?
Start your free trial and see how SLA Management can transform your support workflow.
No credit card required · 14-day free trial · Cancel anytime