Response
Keep every promise you make to customers.
Set response and resolution targets per priority, run SLA clocks on your business hours, and escalate tickets automatically through L1, L2 and L3 before a deadline is missed.
- Response and resolution SLAs
- Business calendars
- L1 → L2 → L3 escalation
What you can do with SLAs, Priorities & Escalation.
Response and resolution targets, business hours and tiered escalation.
SLA policies
Response and resolution targets for each priority, with policies that apply to specific customers or ticket types.
Business calendars
SLA clocks follow your working hours, time zone and holidays.
Clock pause rules
The clock pauses while a ticket waits on the customer or a vendor, according to your policy.
Escalation chain
Define tiers such as L1, L2 and L3 by role, team or person. New tickets auto-assign to the first tier.
Breach actions
Notify the right people as a deadline approaches or passes.
RCA before close
Require a root cause analysis before closing high-priority tickets such as P1.
SLAs you can prove.
Every ticket shows whether its response and resolution targets were met and by how much, so you can report SLA compliance with confidence.
- SLA compliance % on the command centre
- Met or breached on every ticket, with time to spare
- Priority matrix you can tune
- Root cause required for critical incidents
SLAs, Priorities & Escalation, step by step.
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1
Set targets
Define response and resolution times by priority.
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2
Set the calendar
Choose business hours, time zone and holidays.
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3
Monitor
Every ticket shows its SLA status in real time.
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4
Escalate
Tickets move up the chain before they breach.
SLAs, Priorities & Escalation questions, answered.
Does the SLA clock count weekends?
Only if you want it to. SLA clocks run on the business calendars you configure.
Can SLAs differ by customer?
Yes. SLA policies can apply to specific tickets, and the most specific policy wins.
How does escalation work?
You define tiers such as L1, L2 and L3. Tickets start at the first tier and move up the chain when escalated.
Explore other Response modules.
Every module works on the same tickets, people and assets, so your whole service desk runs from one place.
See SLAs, Priorities & Escalation in action.
Book a free Response demo and we will walk you through slas, priorities & escalation using scenarios from your business.