How are SLAs calculated?

Last updated: June 1, 2026

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.

Follow-up SLAs

Follow-up time

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

  2. Follow-up SLAs tick when your team was the last to respond AND the issue is in a New, On You, or On Customer status. They are paused in other statuses.

  3. Follow-up time is anchored to your team’s last customer-facing reply. The SLA clock starts when your team sends a reply and stops when your team sends the next customer-facing reply. Internal notes do not count.

  4. Unlike next reply time, follow-up time is proactive: it measures how long it takes your team to send another update after your team was last to respond, rather than how long it takes to respond after a customer message.

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.