Why Align SLAs with Operating Hours?
What is an SLA (Service Level Agreement)?
How do I set up an SLA policy?
Are multiple SLAs supported?
Is it possible to have multiple SLAs in one ticket?
How do I associate operating or business hours with SLA Policies?
Is SLA calculation ignored on holidays?
Can I set individual SLA for different users or companies?
How is SLA handled?
How do I pause or stop the SLA timer on a ticket?
How can I setup SLA reminders?
Can I be notified or reminded on SLA breach of a ticket?
What is a priority in a SLA?
Can I add or edit a custom priority field in the SLA?
Can I disable Resolution time in the SLA?
How do I generate the report to evaluate the individual ticket performance with an SLA?
How can I track and view the resolved status of the tickets with an SLA?
What SLA settings do you recommend for a small support team?