Service Level Agreements [SLA]
Sep 12, 2025
What are Service Level Agreements?
Service Level Agreements define the expected response and resolution times for different types of requests in your organization. With SLAs, you can:
Set clear expectations for response and resolution times
Ensure accountability across teams and departments
Track performance against defined service standards
Identify bottlenecks before they impact your operations
Improve satisfaction with predictable service delivery
Key features
Our SLA feature is built to give your team both flexibility and control. You can set time-based rules that define when a response should begin and when resolution is due, with different SLA tiers tailored to ticket priority. Through smart assignment, SLAs can be automatically applied based on ticket type, priority, requester, or department, with custom rules available for special cases. To keep teams on track, real-time monitoring provides clear visual indicators, automated alerts as deadlines approach, and detailed reporting on performance. And if a ticket is at risk of breaching its SLA, escalation management ensures it never slips through the cracks, with customizable escalation paths, notifications, and integration into your existing approval workflows.
Check out our SLA Setup Guide or schedule a demo with our team.
