SLA Timelines
Service Level Agreements define how quickly tickets must be handled.
What is SLA?
SLA (Service Level Agreement) is a commitment to respond to and resolve tickets within specific timeframes.
SLA Components
| Priority | Response Time | Resolution Time |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 2 hours | 24 hours |
| Normal | 4 hours | 48 hours |
| Low | 8 hours | 72 hours |
SLA Deadline Calculation
When a ticket is filed, the system automatically calculates the SLA deadline based on:
- Ticket priority
- Department's default SLA policy
- Applicable SLA policy (priority-specific)
Overdue Tickets
Tickets that exceed their SLA deadline are automatically flagged as overdue. Overdue tickets:
- Appear in red on dashboards
- Are highlighted in reports
- May trigger escalation notifications
- Impact department performance metrics
SLA Pauses
SLA timer may pause when ticket status is Waiting (awaiting citizen response).
Compliance Target: Government departments target 90%+ SLA compliance.