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 |
