SLA

A Service Level Agreement (SLA) in support is a promise about timing: how quickly your team will give a first response and how quickly it will resolve an issue. SLAs are normally defined per priority (an outage carries a tighter clock than a how-to question) and measured against your business hours rather than 24/7 wall-clock time.

Good SLA practice separates first-response targets from resolution targets, pauses the resolution clock while waiting on the customer, and warns the team before a target is breached. In Helpdash, SLAs support per-priority targets, business-hours calendars, pause-on-reply and pre-deadline breach alerts.