How to configure SLA

SLAs (AKA Service Level Agreements) are reminder-based rules for how quickly you want to respond and resolve employee request.

Siit supports two levels of SLA:

1. First Response Time: First response time is how quickly someone on your team has responded to an initial message or request.

    

2. Resolution Time: Time to resolution is how long it takes to close a conversation after it’s been started.

First Response Time: First response time is how quickly someone on your team has responded to an initial message or request.

Resolution Time: Time to resolution is how long it takes to close a conversation after it’s been started.

You can customize SLAs on the Services. We have a set of recipes you can use to set up SLAs for each services.

Office Hours

The SLAs times only work during your office hours - You can define your default office hours in the settings