SLA Policies

Settings → SLA defines your response and resolution commitments.

How policies work

Each policy sets, per priority, a target for:

• First response — time until a staff member first replies
• Resolution — time until the ticket is resolved

Targets are evaluated against your configured business hours, so a ticket opened Friday 17:00 doesn't breach overnight.

Breach tracking

• Tickets approaching or past target appear in the SLA Breaching tab of the ticket list
• Breach rate and met-vs-breached per priority are on the Reports dashboard
• The automation engine can fire on SLA breach — e.g. escalate priority, notify a lead, or post to Teams

Default policies are seeded at install; adjust them to match what you've actually promised your business.