Guide
Tiered SLA Setup & Best Practices
How to design and implement tiered SLA policies for Enterprise, Business, and Standard customer tiers with automated escalation triggers.
Recommended Policy Tiers
Tier 1: Enterprise (24/7)
- P1 Urgent: 15m Response / 2h Resolution
- P2 High: 1h Response / 8h Resolution
- P3 Medium: 4h Response / 24h Resolution
Tier 2: Business Pro
- P1 Urgent: 1h Response / 4h Resolution
- P2 High: 4h Response / 24h Resolution
- P3 Medium: 8h Response / 48h Resolution
Tier 3: Standard / Free
- P1 Urgent: 4h Response / 24h Resolution
- P2 High: 8h Response / 48h Resolution
- P3 Medium: 24h Response / 72h Resolution
Creating the Policy via API
POST /v1/support/sla-policiesAuth
Request
POST/v1/support/sla-policies
Response