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Service-level agreement

A service-level agreement (SLA) is a contract between you and your customers that sets the expectations for your service level. SLAs help ensure that your customers receive timely responses and resolutions to inquiries.

Policy users can set SLA breach and warning targets for three metrics: first response, next response, and full resolution. Each metric has its own breach and warning target. You can specify whether the metrics are calculated using calendar hours or business hours while defining breach and warning targets.

Create an SLA

  1. Go to Settings > SLA > + Create.

  2. In the Create SLA window, provide a name and description of the SLA.

    After creating the SLA, assign policies to it.

Creating policies within SLA

Multiple policies can be created within an SLA. Each policy has a priority order, so if a ticket meets the conditions of two or more policies, the policy with the highest priority is applied.

To create a policy within an SLA, do the following:

  1. Click + Policy.
  2. Select either Ticket Policy or Conversation Policy.
  3. In the New ticket policy pane, under Conditions, select the ticket attributes values of Tag, Part, and Severity.
  4. Under Metrics, enable or disable First response, Next response, and Resolution time.
  5. Click Publish.
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SLA metrics are only applied to tickets or conversations that meet the policy's conditions.

Publishing an SLA

SLAs can be published once all policies are created. Published SLAs can't be edited. The user can't change the policies or priority order of a published SLA.

Assigning customers

SLAs can only be assigned to customers once they're published. Users can't add or remove customers until the SLA is published. Each workspace has its own SLA, and a single customer can have multiple workspaces.

In the Customer Details section, you can find the current SLA.

  1. Select the customer by searching or clicking on the customer's name. The Customer Details pane is displayed.

  2. Click (next to Opportunities) > Workspace.

    SLA details are available on the workspace. The applied SLA can be updated from here.

A default SLA can be set for any new customer created in DevRev. If no default SLA is set, SLAs have to be applied manually.

SLA metric calculation

SLA metrics are calculated based on the policy that's applied to the conversation or the ticket. There can be one or more SLA metrics active on a given conversation or a ticket. Each metric is tracked separately. SLA metrics are calculated according to the policy applied to the conversation or ticket. There can be one or more SLA metrics active on a given conversation or ticket, with each one being tracked separately.

SLA metric can be in one of the following stages:

  • Active: The metric is currently being tracked on the conversation or ticket.
  • Close to breach: The time spent by the SLA metric is greater than or equal to the close to breach target defined in the policy.
  • Breached: The time spent by the SLA metric is greater than or equal to the breach target defined in the policy.
  • Paused: The metric is currently paused based on some condition. For example, when a ticket moves to awaiting customer response.
  • Completed: The conversation or ticket has reached the completion condition.

Based on business hours defined for an organization, Active/Close to breach/Breached metrics can change schedules. Metrics move out of schedule when they remain at the same stage, but time spent out of schedule isn't included in the calculation.

The following table describes how each metric works for tickets and conversations:

Tickets

MetricDefault conditionsStart eventEnd eventPause eventResume event
First response time
  • Ticket created by a customer
  • The ticket was created by a customer experience engineer but reported by a customer
Ticket created
  • The agent added a comment to the customer chat
  • The ticket is resolved or Awaiting Customer Response
Next response time
  • Ticket created by a customer
  • The ticket was created by a customer experience engineer but reported by a customer
A new comment on the ticket by the customer after the customer experience engineer replied
  • The agent added a comment to the customer chat
  • The ticket is resolved or Awaiting Customer Response
Full resolution time
  • Ticket created by a customer
  • The ticket was created by a customer experience engineer but reported by a customer
Ticket createdThe ticket is moved to the Closed stateThe ticket was moved to Awaiting Customer Response stateThe ticket moves to any state except Closed

Conversations

MetricDefault conditionsStart eventEnd eventPause eventResume event
First response timeThe first message sent by a customerConversation created
  • The agent replied to the conversation
  • The conversation is moved to Waiting on User/Resolved
  • The conversation is marked as spam
Next response timeA new message on the conversation with the customer after the customer experience engineer replied
  • The agent replied to the conversation
  • The conversation is moved to Waiting on User/Resolved
  • The conversation is marked as spam
Full resolution timeConversation created
  • The conversation has moved to the Resolved/Archived
  • The conversation is marked as spam
The conversation is moved to Waiting on UserThe conversation moves to any stage except Waiting on User

Viewing SLAs

The SLA targets applied to a particular conversation can be viewed in the Inbox and the Conversation Detailed view. For a ticket in any of the ticket vistas.

When there are two active metrics, vista displays the one closest to the breach. In the case of a conversation where both the first response and full resolution metrics are active, and the first response is due in five minutes but the full resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.

In the Detailed View, all metrics applied to the ticket or conversation can be viewed along with their current stage.