SLA health
Service performance
Response coverage, active policies, and tickets approaching service targets.
Compliance
100%
Current measured queue
First response
22m
Average measured first response
At risk
3
· 3 active policiesActive tickets at or beyond warning threshold
Priority targets
Default service levels
Baseline response and resolution targets by ticket priority.
Urgent
Critical outage or business-blocking issue.
First response15 min
Resolution4 hrs
High
Major feature or workflow is unavailable.
First response30 min
Resolution8 hrs
Medium
Important issue with an available workaround.
First response2 hrs
Resolution24 hrs
Low
General question or minor product issue.
First response8 hrs
Resolution72 hrs
Service rules
SLA policies
Apply service targets based on customer and ticket conditions.
| Policy | Conditions | First response | Resolution | Status | |
|---|---|---|---|---|---|
| Business customers | Plan is Business | 30 min | 8 hrs | Active | |
| Priority support | Priority is Urgent or High | 15 min | 4 hrs | Active | |
| Standard support | All other tickets | 4 hrs | 48 hrs | Active |
Business customers
Plan is Business
First response
30 min
Resolution
8 hrs
Priority support
Priority is Urgent or High
First response
15 min
Resolution
4 hrs
Standard support
All other tickets
First response
4 hrs
Resolution
48 hrs