SLA Tracking¶
SLA (Service Level Agreement) policies set response and resolution time targets for your support tickets. Outsprint automatically tracks progress and alerts you when deadlines approach.
How SLA Works¶
Every ticket is assigned an SLA policy based on its priority level. The policy defines two targets:
- First response time -- How quickly your team must send the first reply
- Resolution time -- How quickly the issue must be resolved
Default SLA Targets¶
| Priority | First Response | Resolution |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 2 hours | 8 hours |
| Medium | 4 hours | 24 hours |
| Low | 8 hours | 48 hours |
Admins can customize these targets or create separate SLA policies for specific companies (e.g., faster SLAs for enterprise customers).
SLA Indicators¶
Tickets display visual SLA indicators:
- Green checkmark -- Target met
- Amber warning -- Approaching deadline (less than 25% time remaining)
- Red breach -- Deadline passed without meeting the target
SLA Timer Behavior¶
| Event | What happens |
|---|---|
| Ticket created | Both timers start |
| First public reply | Response timer stops |
| Stage changed to "Waiting on Customer" | Resolution timer pauses |
| Stage changed back to active | Resolution timer resumes |
| Ticket resolved | Resolution timer stops |
| Ticket reopened | Resolution timer resumes with remaining time |
Business Hours¶
SLA policies can be configured to count only business hours. When enabled, the timer runs only during working hours (e.g., Monday-Friday, 9 AM - 5 PM in your timezone). A ticket created at 4:30 PM with a 2-hour response SLA would have a deadline of 10:30 AM the next business day.
SLA Breach Handling¶
When an SLA target is missed:
- The ticket is flagged with a breach indicator
- A notification is sent to the ticket owner and admins
- The breach is logged for SLA compliance reporting
A warning notification is sent at 75% of elapsed time to give agents a chance to respond before the breach.
Pro Tip
Set up a workflow to auto-escalate tickets that are approaching their SLA deadline. This gives managers visibility before a breach occurs.