Service Level Agreements (SLA)

Send automatic reminders when tickets break a threshold

Overview

Contact Suptask Support to get access and set up SLAs on your account.

Service Level Agreements (SLA) enables you to define how Agents should work with tickets in order to provide a good experience to requesters.

This is done by defining certain thresholds that are applied to your Inbox, where tickets need to comply by these thresholds.

Agents will automatically be notified about potential or executed breaches, making it easier to stay on top of your tickets.

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SLA rules and thresholds

• Priority levels: Define what Priority levels the SLA rule should be applied on. None, or Low, Medium, High, Critical

• Resolution time: Time it takes to move a ticket to Closed (Solved). Calculated from when the ticket is created to when it is closed.

• Reply time: Time it takes to send replies as an Agent (via the Responder channel) to Requesters. Calculated from the last reply. For the first reply, it is calculate from when the ticket was created.

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Breaches, escalations and notifications

Tickets who are about to breach its SLA threshold, or faces a risk of doing so, can automatically notify Agents and other users.

• Send a notification prior to a threshold breach: Define the time in minutes when the assigned Agent should be notified about a potential breach coming up.

• Send a notification when a threshold has been breached: Define the time in minutes when the assigned Agent should be notified when a threshold has been breached.

• Send an escalation notification: Select another user than the Agent who should be notified about the breach, for example the manager or team lead of the Agent team.

Example breach notification in:

This message is sent in the ticket thread as a notification to the team and Assignee

Example escalation notification:

This summarized escalation message is sent to e.g a manager directly from Suptask

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Example SLA configuration

Priority thresholds

An SLA breach will occur when a threshold is exceeded.

Priority	Reply time threshold	Resolution time threshold
None	24 hours	7 days
Low	12 hours	4 days
Medium	8 hours	2 days
High	4 hours	1 day
Critical	1 hour	12 hours

Ticket notifications

Notifications are sent in the ticket targetting the assignee(s) when a threshold is breached.

Optionally you can configure a reminder notification prior to a breach.

Notify before & after	Excluded statuses	Max Notifications	Notify every
30 min	Waiting for customer	3	Daily

Escalation notifications

Escalations can be sent to any user of your choice.

Escalate after	Escalate to users	Excluded statuses	Max Notifications	Notify every
1 day	Greg (Manager)	Waiting for customer	3	6 hours

Custom Performance Metrics

Custom Performance Metrics is available in the Custom plan and might come with an additional cost.

Suptask allows you to customize how your performance metrics are calculated, such as the Time to Resolution.

By defining what ticket statuses you want to include or exclude from the time, you can achieve a custom calculated performance metric that is aligned according to your needs.

Example of a custom Time to Resolution (MTTR):

• Open - Excluded

• Assigned - Included, start to calculate from when the ticket is Assigned.

• In-Progress - Included

• Escalated - Included

• Waiting for customer - Excluded, stop calculating when the ticket is waiting for the customer.

• Closed - Stop calculation.