How are SLAs calculated?

Pylon measures SLA time from the customer wait that applies to the conversation. Support hours and paused statuses can reduce the time counted.

First response time

• Tickets: timing normally starts when the conversation enters Pylon as a ticket. An email sent to a connected Pylon support address is a ticket, including when an internal teammate starts the thread by CCing support.
• Non-ticket conversations: timing starts with the first qualifying customer message. An outbound non-ticket conversation can remain blank until the customer replies.
• What completes first response: the first qualifying customer-visible reply from your team or a Pylon AI Agent.
• What does not count: internal notes, private messages, and trigger-generated automatic messages.

The opening message does not count as a response to itself.

Next reply time

Next reply time measures how long the customer waits for a later reply after the first response. It counts while the customer was last to respond and the issue is in a counting status, such as New or On You.

Follow-up time

Follow-up time measures how long it takes your team to send another customer-visible update after your team was last to respond. Internal notes do not count.

Resolution time

Closing the issue finalizes resolution time. Pylon normally measures it through the latest qualifying customer-visible reply from your team. If there is no qualifying reply, it uses the time the issue was closed. For a team SLA, Pylon uses the latest qualifying reply from that team, or the close time if that team has not replied.

Resolution time begins from the applicable ticket or customer-message starting point and counts only during the support hours and issue statuses configured for the SLA.

Why the displayed time may differ from wall-clock time

• Support hours, holidays, and paused or non-counting statuses can reduce the counted time.
• A blank value means the timer has not started. Zero means it started but little or no countable time elapsed.
• Configuration changes apply going forward. Completed historical metrics are not recalculated.