Service level agreements (SLAs)

A service level agreement (SLA) is a promise about how quickly you respond to a customer and resolve their request. In nabudesk, an SLA policy puts deadlines on tickets, keeps the clocks, and warns your team as a deadline approaches.

The three clocks

A clock stops once its goal is met. After the first reply, for example, the first-response clock no longer counts.

Policies

A policy says which tickets it applies to and how long each clock gets. For each priority (Low, Medium, High, Urgent) you set a target for first response, every response, and resolution. Rules can match ticket fields such as type, group, channel, or tag.

Policies are checked in order and the first match applies. The default policy catches every ticket that nothing else matches. Create and order policies under Admin → SLA policies.

Workspace settings

• Use business hours. Clocks only count time inside your operating hours, so a ticket that arrives on Friday evening does not breach over the weekend. See Business hours and holidays.
• Pause while Pending. Clocks wait while you are waiting on the customer.
• Reset on priority change. Due times are recalculated when a ticket's priority changes.
• At-risk threshold. The share of time elapsed at which a ticket counts as at risk.

Reminders and escalation

For each policy, you can build a sequence under Admin → Reminders & escalation: a reminder after a clock starts, a warning when a ticket is at risk, a notification when a target is breached, and an escalation. Choose who is notified: the assignee, administrators, the group, or the requester.

See SLAs at work

• Inbox tiles show how many tickets are Overdue and Due today.
• Ticket progress shows how much of a deadline has elapsed on each ticket.
• Calendar plots deadlines by day, week, or month. Turn first response, next response, and resolution deadlines on or off to focus on one kind.

How Overdue is counted

Overdue counts only tickets that are still Open or Pending and whose current deadline has already passed. Resolved, Closed, and Merged tickets are never counted, and a ticket that matches no policy has no deadline. Each ticket is counted in one place only: Overdue, Due today, or later.