Platform · SLA Management

SLAs that match
how you actually work.

24+ configurable SLA types across email, messaging, chat, and voice, on business-hours clocks synced from Zendesk:

  • Per-field-value thresholds: Urgent 30s, High 5m, Normal 30m
  • Per-queue wait-time overrides
  • Agent-initiated outreach never counts as an instant win
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01

Define

SLA types across every channel you run: email, messaging, chat, and voice. Every clock is business-hours aware, so Friday at 6pm doesn't become a weekend-long breach.

Targets
Email first touch30m
Messaging first touch90s
Voice answer time60s
02

Enforce

Adherence is measured live, per field value and per queue. Urgent and Normal each carry their own metric on the same SLA.

Urgent · 30s target94%
High · 5m target88%
Normal · 30m target97%
03

Defend

Adherence surfaces as quick stats, trends, per-agent columns, and scorecard sections. The excluding-zeros variants keep the numbers honest.

Breach
Alert → #support-ops
Every Monday
Adherence report → leadership
24+SLA types, every channel
Biz hoursClocks synced from Zendesk
Per valueThresholds & queue overrides

Make your SLAs mean something.

Start free, or see it on your own queues in a 30-minute demo.

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