SLA resources

Service Level Agreements, or SLAs, are agreed upon measures of the average response and resolution times that your support team delivers to your customers. Providing support based on service-levels ensures that you're delivering measured and predictable service.

This topic contains resources for SLAs including documentation, recipes, and community tips.

Documentation

About SLA policies and how they work

Defining SLA policies

Defining group SLA policies for internal teams

Using SLA policies

Customizing your SLAs with advanced settings

Viewing and understanding SLA targets

Ordering SLA policies

SLA reporting dashboard overview

Defining OLA policies using internal SLAs and child ticket side conversations

Best practices and recipes

Fine Tuning: Succeeding with SLAs

Manage outages with SLA policies

Reviewing SLA performance in Explore

Community tips and recipes

Running triggers, automations, and reporting based on ticket SLAs

Tips for using SLAs

Troubleshooting common issues with SLAs

Using SLAs with different time zones, contracts, and business hours

Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied