SLA 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!
Hint
If they don’t make sense to you, don’t worry - just skip ahead to How do SLAs work 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
- Attributes
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.
- 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
- 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