Learn by example

This page contains some possible example configurations for a SLA we could think of. SLAs in general are very flexible and powerful, below doesn’t have to be your standard!

Hinweis

If they don’t make sense to you, don’t worry—just skip ahead to Wie funktionieren sie? to learn about all the options in detail, then come back here to see them in action.

All following SLAs have the same base configurations. They may not use all of them in all samples.

  • Groups
    • Sales

    • Support

    • 2nd Level

  • Attribtues
    • User / VIP (default, Boolean)

    • Organization / Support-Contract (Single selection field, None as default value)

  • Calendar setting

    The calendar is set to 8 hours per day, from Monday to Friday.

1. Support contract levels and VIP customers

This approach uses a combination of contract levels (where any level except for none causes SLA escalations) and VIP customers that can have further priority.

The configuration of these SLAs ensures that either fitting support contract levels trigger or the VIP state is being used. They’re not overlapping.

SLA configuration checking if the customer is a VIP customer.

Screenshot showing SLA configuration for VIP customers.
The result

This approach causes the following SLA timings for each level:

If the customer has no VIP state and the organization has a support level
Bronze
First response time: 6 hours
Update time (for an agent to respond): 6 hours
Solution time: 40 hours
Silver
First response time: 4 hours
Update time (for an agent to respond): 4 hours
Solution time: 32 hours
Gold
First response time: 2 hour
Update time (for an agent to respond): 2 hour
Solution time: 24 hours
None

This setting has no SLA configuration. Tickets will not escalate.

If the customer has the VIP state
First response time: 1 hour
Update time (for an agent to respond): 1 hour
Solution time: 16 hours

2. VIP customers

SLA configuration checking if the customer is not a VIP customer.

Screenshot showing SLA configuration for non-VIP customers.
The result
If the customer has the VIP state
First response time: 2 hour
Update time (for an agent to respond): 6 hours
Solution time: 16 hours
If the customer has no VIP state
First response time: 8 hours
Update time (for an agent to respond): 16 hours
Solution time: 40 hours