SLA Policies
SLA Policy (Service Level Agreement Policy) ensures timely resolution of customer queries or issues by setting predefined response and resolution timelines based on ticket priority or type.
Last updated
SLA Policy (Service Level Agreement Policy) ensures timely resolution of customer queries or issues by setting predefined response and resolution timelines based on ticket priority or type.
Last updated
Priority Levels: Assign priorities like Urgent, High, Medium, or Low to tickets, each with specific response and resolution timeframes.
Response Time: The maximum time allowed to acknowledge and respond to a ticket after it is raised.
Resolution Time: The maximum time allowed to resolve the ticket completely.
Escalation Rules: Automatic escalation of tickets to higher levels or other teams if SLA timeframes are breached, ensuring accountability.
Performance Tracking: SLA dashboards monitor adherence to policies, helping measure efficiency and identify bottlenecks.
By defining SLA policies, businesses maintain consistent service standards, improve customer satisfaction, and ensure accountability within teams.
