SLAs

A Service Level Agreement (SLA) sets the time targets your team commits to when handling tickets. ActionConnect tracks these targets with business-hours aware timers.

What an SLA policy defines

A policy typically sets two targets:

• First-response time — how quickly an agent must first reply to a ticket.
• Resolution time — how quickly the ticket must be resolved.

You can have multiple policies and apply them based on conditions such as priority — for example, faster targets for Urgent tickets than for Low.

Business-hours awareness

SLA timers are business-hours aware. They only count time during your configured working hours and pause outside them (nights, weekends, holidays). This means a target of "first response within 4 business hours" behaves correctly regardless of when a ticket arrives.

IMPORTANT

Set your business hours in Settings before defining SLA policies, since timers depend on them.

How timers appear on tickets

Each ticket subject to a policy shows its first-response and resolution timers, indicating whether it is on track, at risk, or breaching. Agents use this to prioritize their queue — see Tickets.

Combining SLAs with automations

Pair SLAs with the automation engine for proactive handling:

• Escalate priority or notify a lead when a timer is about to breach.
• Reassign a ticket if first response is overdue.
• Notify a manager on a resolution breach.

Tips

• Tie stricter targets to higher priorities.
• Keep business hours and holidays accurate so timers reflect reality.
• Use automations to act before a breach, not just to report after one.