How are SLAs calculated?

Last updated: December 8, 2024

Response SLAs

First response time and next reply time.

  1. Response SLAs tick during your business hours (you can set your business hours under Settings > Support Hours)

  2. Response SLAs tick when your customer was the last to respond AND the issue is in a New or On You status. They are paused in other statuses.

Resolution SLAs

Resolution time

  1. Resolution SLAs tick during your business hours (you can set your business hours under Settings > Support Hours)

  2. Resolution SLAs tick when the issue is in a New, On You, or On Customer status. They are paused in other statuses.