Automated Governance

SLA Management & Automated Escalations

Ensure contract compliance and lightning-fast customer responses. Configure custom SLA policies per priority tier with automated deadline calculations and real-time breach notifications.

Priority SLA Targets

Establish clear first-response and full-resolution service commitments for every priority level:

Urgent (P1)

First Response: 15 mins

Resolution: 2 hours

High (P2)

First Response: 60 mins

Resolution: 8 hours

Medium (P3)

First Response: 4 hours

Resolution: 24 hours

Low (P4)

First Response: 24 hours

Resolution: 72 hours

Proactive SLA Monitoring

Automatic Target Calculation

Deadlines are automatically stamped as soon as a ticket is created based on assigned priority and policy rules.

Real-Time Breach Alerts

Receive immediate alerts and trigger automated webhooks when an issue is in danger of exceeding its target.

Compliance Reporting

Track percentage compliance across departments, customer tiers, and individual support representatives.

Configuring SLA Policies via API

Create SLA PolicyAuth

Request

POST/v1/support/sla-policies

Response