# Service Level Agreements (SLA) ### Overview {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support.md) to get access and set up SLAs on your account. {% endhint %} 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. *** ### 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. *** ### 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

*** ### 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 | --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://support.suptask.com/working-with-tickets/performance-and-service-level-agreements-sla/how-to-setup-service-level-agreements-sla.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.