SLAs
The clock isthe contract.
Three clocks per ticket, with their own targets per priority. Desk reminds the right person before a deadline and escalates after one, so a breach is something you were warned about while it could still be fixed.
The clock, working
Time, taken seriously
Three clocks per ticket
First response, next response and resolution. The next-response clock resets every time the customer writes back.
business hours · clock running
Business hours aware
The clock runs in your hours and pauses outside them, per department.
Policies per priority
Tighter clocks for hotter tickets. The numbers here are examples; yours are yours.
every breach carries a ticket and a reason
Breaches in the open
Missed clocks are counted and reported, not buried in a month-end spreadsheet.
after hours · clock paused
Holidays excluded
A holiday calendar keeps the clock honest when the office is closed.
watching the clock
Reminders before you breach
A warning goes to the assignee or a named list, the number of minutes ahead that you choose.
notified · to the list you named
Escalation after you breach
If it still slips, the escalation goes out on the same terms, to whoever needs to know.
4m 10s
first response
Due chips on every ticket
Agents see the clock where they work, on the ticket, changing colour as it runs down.
Illustrative panels · sample values
FAQ
Straight answers
Only if you want them to. SLA clocks respect the business hours and holiday calendar you configure, so a ticket filed at midnight is not already late at breakfast.
TelVox Desk