Docs/Support/API/SLA Policies

SLA Policies API

Configure Service Level Agreement (SLA) policies, response and resolution targets per priority tier (Urgent, High, Medium, Low), business operating hours calendars, and automatic breach evaluation rules.

Minute-Level Precision: All SLA targets are specified in integer minutes. Timers automatically pause outside defined business hours when operating hours mode is enabled.

Returns all SLA target matrices configured for the tenant.

List SLA PoliciesAuth

Fetch all SLA policies configured for the tenant.

Status Codes

Name
200
Type
HTTP
Description
SLA policies returned successfully
Name
401
Type
HTTP
Description
Unauthorized - missing or invalid access token

Request

GET/v1/support/sla-policies

Response 200

Creates a new SLA policy with customized minute targets and business operating hours (Admin only).

Create SLA PolicyAuth

Create an SLA policy specification with response and resolution targets.

Payload Example

{
  "name": "Enterprise 24x7 Mission Critical",
  "description": "Continuous SLA for Enterprise Tier Customers",
  "is_default": false,
  "first_response_urgent": 10,
  "first_response_high": 30,
  "first_response_medium": 120,
  "first_response_low": 480,
  "resolution_urgent": 60,
  "resolution_high": 240,
  "resolution_medium": 720,
  "resolution_low": 1440,
  "timezone": "UTC"
}

Status Codes

Name
201
Type
HTTP
Description
SLA Policy created successfully
Name
400
Type
HTTP
Description
Invalid SLA targets or missing required name
Name
403
Type
HTTP
Description
Forbidden - requires Admin role

Request Parameters

Name
name
Type
string
Required
Description
Descriptive SLA policy label.
Name
first_response_urgent
Type
integer
Required
Example
eg. 10
Description
Target minutes for first agent response on Urgent priority tickets.
Name
first_response_high
Type
integer
Required
Example
eg. 30
Description
Target minutes for first agent response on High priority tickets.
Name
first_response_medium
Type
integer
Required
Example
eg. 120
Description
Target minutes for first agent response on Medium priority tickets.
Name
first_response_low
Type
integer
Required
Example
eg. 480
Description
Target minutes for first agent response on Low priority tickets.
Name
resolution_urgent
Type
integer
Required
Example
eg. 60
Description
Target minutes for final resolution on Urgent priority tickets.
Name
resolution_high
Type
integer
Required
Example
eg. 240
Description
Target minutes for final resolution on High priority tickets.
Name
resolution_medium
Type
integer
Required
Example
eg. 720
Description
Target minutes for final resolution on Medium priority tickets.
Name
resolution_low
Type
integer
Required
Example
eg. 1440
Description
Target minutes for final resolution on Low priority tickets.
Name
timezone
Type
string
Example
eg. Australia/Sydney
Description
IANA timezone string for business operating hours calculation.

Request

POST/v1/support/sla-policies

Response 201

Fetches full target details for a specific SLA policy.

Get SLA PolicyAuth

Retrieve SLA policy targets by UUID.

Status Codes

Name
200
Type
HTTP
Description
SLA policy returned
Name
404
Type
HTTP
Description
SLA policy not found

Request

GET/v1/support/sla-policies/{id}

Response 200

Modifies target times for first response or resolution. Active tickets update target deadlines upon their next lifecycle recalculation.

Update SLA PolicyAuth

Update target duration thresholds or timezone.

Payload Example

{
  "first_response_urgent": 12,
  "first_response_high": 45
}

Status Codes

Name
200
Type
HTTP
Description
SLA Policy updated successfully
Name
403
Type
HTTP
Description
Forbidden - requires Admin role
Name
404
Type
HTTP
Description
SLA policy not found

Request

PUT/v1/support/sla-policies/{id}

Response 200

Deletes a custom SLA policy. Tickets linked to this policy revert to the default policy.

Delete SLA PolicyAuth

Remove an SLA policy.

Status Codes

Name
200
Type
HTTP
Description
SLA Policy deleted successfully
Name
400
Type
HTTP
Description
Cannot delete the default SLA policy
Name
403
Type
HTTP
Description
Forbidden - requires Admin role

Request

DELETE/v1/support/sla-policies/{id}

Response 200