> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA Management

> Define and track Service Level Agreements for your support

Set response time targets, track compliance, and ensure your team meets support commitments.

<Info>
  SLA management is an **Enterprise** feature.
</Info>

## What is SLA Management?

Service Level Agreements (SLAs) define:

* **Response time targets** - How quickly to respond
* **Resolution time targets** - How quickly to resolve
* **Escalation rules** - What happens if targets are missed
* **Compliance tracking** - Monitor performance against targets

## Setting Up SLAs

### Creating an SLA Policy

<Steps>
  <Step title="Navigate to SLA Settings">
    Dashboard → Configuration → SLA Management
  </Step>

  <Step title="Click Create Policy">
    Select **Create New SLA Policy**
  </Step>

  <Step title="Name Your Policy">
    Give it a descriptive name (e.g., "Standard Support")
  </Step>

  <Step title="Define Targets">
    Set response and resolution time goals
  </Step>

  <Step title="Configure Escalation">
    What happens when targets are missed
  </Step>

  <Step title="Save Policy">
    Policy is now active
  </Step>
</Steps>

## SLA Targets

### Response Time

Time until first staff reply:

| Priority | Example Target |
| -------- | -------------- |
| Urgent   | 15 minutes     |
| High     | 1 hour         |
| Medium   | 4 hours        |
| Low      | 24 hours       |

### Resolution Time

Time until ticket is closed:

| Priority | Example Target |
| -------- | -------------- |
| Urgent   | 4 hours        |
| High     | 8 hours        |
| Medium   | 24 hours       |
| Low      | 72 hours       |

### Configuring Targets

For each priority level, set:

| Setting               | Description                      |
| --------------------- | -------------------------------- |
| **Target Time**       | Hours/minutes to meet            |
| **Warning Threshold** | When to show warning (e.g., 75%) |
| **Breach Threshold**  | When SLA is breached (100%)      |

## Business Hours

SLA timers can respect business hours:

### Setting Business Hours

1. Go to Configuration → Business Hours
2. Define your operating schedule
3. Set timezone
4. Add holidays (optional)

### Example Schedule

| Day           | Hours              |
| ------------- | ------------------ |
| Monday-Friday | 9:00 AM - 6:00 PM  |
| Saturday      | 10:00 AM - 2:00 PM |
| Sunday        | Closed             |

### Timer Behavior

| Option             | Description                  |
| ------------------ | ---------------------------- |
| **24/7**           | Timer runs continuously      |
| **Business Hours** | Timer pauses outside hours   |
| **Hybrid**         | Different rules per priority |

<Tip>
  For urgent tickets, consider 24/7 SLA. For low priority, business hours is often appropriate.
</Tip>

## SLA Conditions

### Applying SLAs

SLAs can apply based on:

| Condition     | Example            |
| ------------- | ------------------ |
| **Priority**  | All urgent tickets |
| **Category**  | Billing category   |
| **Tag**       | VIP customers      |
| **User Role** | Premium members    |

### Multiple Policies

When multiple policies could apply:

* Most specific policy wins
* Priority order can be configured
* First matching policy applies

## Escalation Rules

### Warning Actions

When approaching breach (e.g., 75% of time):

* Highlight ticket in dashboard
* Send notification to assignee
* Alert team channel
* Add warning indicator

### Breach Actions

When SLA is breached:

| Action       | Description                 |
| ------------ | --------------------------- |
| **Reassign** | Move to senior staff        |
| **Notify**   | Alert managers              |
| **Escalate** | Trigger escalation workflow |
| **Log**      | Record for reporting        |

### Configuring Escalation

<Steps>
  <Step title="Open Policy">
    Edit the SLA policy
  </Step>

  <Step title="Go to Escalation">
    Select the Escalation tab
  </Step>

  <Step title="Add Rules">
    Define warning and breach actions
  </Step>

  <Step title="Set Recipients">
    Who should be notified
  </Step>

  <Step title="Save">
    Escalation rules are active
  </Step>
</Steps>

## Monitoring SLAs

### Dashboard View

The SLA dashboard shows:

* **Active Tickets**: Current SLA status for open tickets
* **At Risk**: Tickets approaching breach
* **Breached**: Tickets past target
* **Compliance Rate**: Percentage meeting SLA

### Visual Indicators

In ticket lists:

| Indicator | Meaning                        |
| --------- | ------------------------------ |
| 🟢 Green  | On track                       |
| 🟡 Yellow | At warning threshold           |
| 🔴 Red    | Breached                       |
| ⚪ Gray    | SLA paused (awaiting customer) |

### SLA Clock Display

Each ticket shows:

* Time remaining (or elapsed since breach)
* Target time
* Current status
* Pause/resume state

## Pausing SLAs

### Automatic Pauses

SLA can pause when:

* Waiting for customer response
* Ticket is on hold
* Outside business hours (if configured)
* Pending approval

### Manual Pauses

Staff can pause SLA when:

1. Click SLA indicator on ticket
2. Select **Pause SLA**
3. Add reason (optional)
4. SLA clock stops

<Note>
  Remember to resume SLA when work continues.
</Note>

## Reporting

### SLA Reports

Track compliance over time:

| Metric                   | Description              |
| ------------------------ | ------------------------ |
| **Compliance Rate**      | % of tickets meeting SLA |
| **Avg. Response Time**   | Mean first response time |
| **Avg. Resolution Time** | Mean time to close       |
| **Breaches**             | Count of SLA breaches    |

### Filtering Reports

* By date range
* By SLA policy
* By priority
* By staff member
* By category

### Exporting

Export SLA data for:

* Management reporting
* Compliance documentation
* Historical analysis

## Best Practices

<Tip>
  **Start Conservative**
  Set achievable targets initially. Tighten as you improve.
</Tip>

<Tip>
  **Differentiate by Priority**
  Not every ticket needs a 1-hour response. Match targets to importance.
</Tip>

<Tip>
  **Use Business Hours**
  Avoid overnight breaches by setting appropriate business hours.
</Tip>

<Tip>
  **Review Regularly**
  Analyze SLA data monthly to identify improvement opportunities.
</Tip>

<Card title="Need Help?" icon="headset" href="https://ticketcord.net/discord">
  Questions about SLA? Join our Discord
</Card>