Forex CRM / Support Hub/SLA Management
SLA Management
Set up response time targets with priority multipliers and monitoring.
Overview
Service Level Agreement (SLA) defines the expected response time for support tickets. Setting SLA targets helps ensure consistent, timely customer support.
SLA Status Indicators
| Status | Description |
|---|---|
| On Track (Green) | Response within target time |
| Warning (Yellow) | Approaching deadline |
| Breached (Red) | Exceeded target time |
How SLA Works
Response Time Calculation
SLA timer starts when a ticket is created and stops when:
- First response is sent
- Ticket status changes to non-active state
SLA Pause
SLA timer pauses when:
- Ticket is set to "Pending" (waiting for customer)
- Outside business hours (if configured)
⚠️
WarningSLA timers pause automatically when tickets are in "Pending" status or outside configured business hours. Make sure your business hours are set correctly in Settings to avoid inaccurate SLA tracking.
SLA Resume
SLA timer resumes when:
- Customer responds
- Ticket is reactivated
Configuring SLA
Per Category
Set base SLA targets per category:
- Go to Settings > Categories
- Edit a category
- Set SLA Hours field
- Save
Example targets:
- Technical Support: 4 hours
- Billing: 2 hours
- General: 8 hours
- Urgent: 1 hour
Priority Modifiers
Priorities can adjust SLA times:
- Go to Settings > Priorities
- Edit a priority
- Set SLA Multiplier
- Save
Example multipliers:
- Low: 2.0 (doubles the time)
- Medium: 1.0 (no change)
- High: 0.5 (half the time)
- Urgent: 0.25 (quarter the time)
SLA Calculations
Formula
Final SLA = Category SLA Hours × Priority Multiplier
Examples
| Category | Base SLA | Priority | Multiplier | Final SLA |
|---|---|---|---|---|
| Technical | 4 hours | Medium | 1.0 | 4 hours |
| Technical | 4 hours | High | 0.5 | 2 hours |
| Billing | 2 hours | Urgent | 0.25 | 30 minutes |
| General | 8 hours | Low | 2.0 | 16 hours |
Monitoring SLA
Dashboard View
The dashboard shows:
- SLA compliance rate
- Tickets at risk
- Breached tickets count
Ticket List
Each ticket shows its SLA status:
- Time remaining
- Status color indicator
- Breach warning
Reports
View SLA performance in Reports:
- Average response time
- SLA compliance percentage
- Breach trends over time
💡
TipSet realistic SLA targets based on your team's actual capacity, and review them monthly. Consistently meeting targets builds customer trust, while unrealistic targets lead to frequent breaches and erode confidence.
SLA Best Practices
- Set realistic targets - Don't promise faster than you can deliver
- Monitor regularly - Check dashboard for at-risk tickets
- Prioritize breaching tickets - Address them first
- Review and adjust - Update SLA based on team capacity
- Use priority levels - Ensure urgent issues get faster response
- Train your team - Everyone should understand SLA importance
Next Steps
- Categories & Priorities -- Configure SLA targets per category and priority
- Managing Tickets -- Monitor and respond to tickets
- Settings -- Set business hours and notification preferences