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.