Documentation / SLAs & Escalation
Documentation
- Getting Started
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- SLAs & Escalation
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SLAs & Escalation
Define service level agreements with per-priority response and resolution time targets. Escalation rules trigger automatically when conditions are met.
- SLA policies with first-response and resolution targets per priority level
- Business-hours-only mode for SLA calculations
- Escalation rules with configurable conditions (status, age, SLA breach), including trigger categories
- Automatic actions: escalate, change priority, assign, change department
- Time-based automations for scheduled actions beyond immediate SLA checks
- All managed from the admin panel -- no code required