Configuring response and resolution SLA tracking
Set client SLA windows, track response timers, and monitor support dashboards to prevent contract breaches.
4 min read
Define SLA targets per client
Different clients require different service commitments. Open a client's own Settings tab, choose the Account & Billing section, and find 'SLA Targets'. Specify your committed First Response SLA target (e.g., 2 hours) and your Resolution SLA target (e.g., 8 hours) matching your contract terms - these are set individually per client, not by a shared plan tier.
Real-time SLA response tracking
When a client submits a change request through their portal, the system starts response and resolution timers against that client's targets. Requests approaching or past their target deadline are flagged so staff can prioritize them.
The SLA Dashboard
Open 'SLA Dashboard' in the sidebar for an overview across every client at once - it's where you go to see who's at risk of breaching a target before it happens, rather than checking each client individually.