SLA Policies
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Dashboard - -
- SLA & Workflows
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- SLA Policies
Current SLA Configuration
Define response and resolution targets for each priority and channel to maintain consistent customer experience.
| Policy Name | Priority | Channel | First Response | Resolution Target | Working Hours | Escalation Level |
|---|---|---|---|---|---|---|
| Urgent - All Channels | Urgent | All | 5 min | 2 hours | 9 AM - 9 PM IST | L2 after 60 min |
| High - Chat & Phone | High | Chat, Phone | 10 min | 4 hours | 9 AM - 8 PM IST | L1 after 90 min |
| Medium - Email | Medium | 2 hours | 24 hours | Business Hours | L1 after 16 hours | |
| Low - General Queries | Low | All | 4 hours | 48 hours | Business Hours | L1 after 36 hours |