A service level agreement is a contract between the service provider and the customer which defines the standards of service deliverables that the provider has agreed to with the customer. In relation to Customer Support, Service Level Agreements are the timeframes agreed to with customers for responding to their queries. These queries are usually based on your business functions, for example, support, servicing and upgrades.
SLAs are associated with operating/business hours for your organisation to set the timeframes for responding to customer queries and the ability to give a better response. By default, in Raiseaticket we have created a 4-hours response time, 5 days per week, 8 hours a day, including holidays as your default SLA. You can edit the response and resolution time in the SLA settings. Days of the week and holidays could be amended in the operating hours settings as per your requirements.