SLA deadlines and breaches

An SLA (service level agreement) is your promise of speed: "urgent problems get an answer within 15 minutes and are fixed within 4 hours". Ha Tang puts two clocks on every ticket, First response and Resolution, warns when a ticket is late, and tells its owner when a deadline is missed.

Set the SLA policy

You need Manage access to Customer Support.

1. Go to Customer Support → Tickets and click SLA policy.
2. For each priority, enter First response (minutes) and Resolution (minutes). 60 = 1 hour, 1440 = 1 day.
3. Tick Count business hours only if the clocks should stop outside your office hours.
4. Click Save policy.

The default policy:

A new policy applies to tickets created from then on, and to existing tickets whose priority you change. Other tickets keep their deadlines.

Business hours only

With Count business hours only, the clocks only run during the office hours and outside the holidays of the website the ticket's conversation came from (set in the website's settings under Customer Support → Channels, see Office hours). A ticket raised at 17:50 with a 60-minute first response, when you close at 18:00, is due 50 minutes after you open the next working day. Tickets without a conversation always use calendar time. The setting also applies to the first-reply deadline of new email conversations.

When the clocks stop

Internal notes do not stop the first-response clock.

What happens at the deadline

At each deadline Ha Tang checks the ticket. If the clock has not stopped and the ticket is still open:

• the clock is marked Breached on the ticket page ("Breached (due …)" in red) and in the list's SLA column;
• the assignee gets a notification, "SLA breached · TK000003", saying "No first response yet" or "Not resolved in time" (in Vietnamese unless they chose English as their notification language), in their browser (if push is on) and in the Ha Tang apps (if SLA breaches is on in the app);
• the breach counts in SLA breached (7d) on the Tickets page and in Support reports;
• a chat.ticket.breached event goes to your webhooks.

Unassigned tickets are marked breached but nobody is notified, so assign urgent tickets as soon as they come in.

A breach stays recorded even after you resolve the ticket: it is the history of the promise, not the current state.

Overdue and breached

Overdue only in the filters, and the Overdue counter, list every open ticket that is breached or past a deadline or due date.

Getting back on track

• Sort out the Overdue list first thing each day, oldest first.
• Answer the customer even if you cannot fix the problem yet: a public reply stops the first-response clock.
• If a ticket is waiting on the customer, set Waiting on customer and tell them what you need. The resolution clock keeps running, so set a realistic priority.
• If deadlines are missed often, adjust the policy to what the team can keep, or count business hours only.

See also SLA in the Automation guide.