What is an SLA (Service Level Agreement)?

An SLA (Service Level Agreement) defines how quickly your team must respond to and resolve customer tickets.

In Raiseaticket, SLAs let you set:

• Response time target: how quickly an agent must first reply (default: 4 hours).
• Resolution time target: how quickly the issue must be fully resolved.

SLA timers are tied to your business hours:

• Default: 8 hours/day, 5 days/week (Mon-Fri).
• Holidays are excluded from calculations.
• You can customize operating hours in Settings > SLA.

When an SLA is breached:

• The ticket is marked as overdue
• Notifications can be sent to agents and admins.
• Breach is reflected in reports

Customize your SLA in Settings > SLA to match your team's service commitments.

Designing your own? The SLA policy workbook walks through the six decisions behind a policy that survives a real week - priorities, operating hours, holidays, pausing the clock, targets and who owns a breach - and assembles one you can copy.