How is SLA handled?


By default, all tickets are mapped to the default SLA Priority, Response Time as defined below. The default values can be amended based on your work schedules, operating hours, client agreements.

Priority Response Time Resolution Time
Low 4 hours 1 day
Medium 4 hours 8 hours
High 2 hours 4 hours
Urgent 1 hour 3 hours

 

Service Level Agreement

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