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SLA Management - BETA 🧐
SLA Management - BETA 🧐

Set First Response and Resolution Times

Anthony Tobelaim avatar
Written by Anthony Tobelaim
Updated over a week ago

SLAs (AKA Service Level Agreements) are reminder-based rules for how quickly you want to respond and resolve employee request.

Siit supports two levels of SLA:

  1. First Response Time: First response time is how quickly someone on your team has responded to an initial message or request.

  2. Resolution Time: Time to resolution is how long it takes to close a conversation after it’s been started.

You can customize SLAs on the Services. We have a set of recipes you can use to set up SLAs for each services.

Business Hours

The SLAs times only work during your working hours - Currently Siit has defined default business hours : From 09h00 to 17h00

We are planning to let you to configure Working Support in the coming weeks.

⚠️ This feature is in BETA so you need to ask your Account manager to activate it for you to access it.

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