SLA management
SLA management for WhatsApp, chat and email tickets, in your own business hours.
Set a first-response and a resolution target per priority and channel. Axonave counts them in your opening hours, skips your public holidays, pauses while you wait on the customer, and warns the agent before time runs out.
- Clocks for
- First response
- Resolution
- Tickets
- Chats
- Business hours
SLAs today
The SLA says one business hour. The tool counts sixty minutes, Sunday included.
“A Saturday ticket breached on Sunday.”
A clock that ignores your opening hours reports breaches nobody could have prevented.
“We were waiting on the customer for three days.”
Those days count against your team unless the clock pauses.
“We found out about the breach in the monthly report.”
A breach nobody hears about on the day can’t be fixed on the day.
Policies
One policy for urgent tickets, one for live chat, one for everything else.
A policy sets the first-response and resolution targets, says whether it covers chats, tickets or both, and matches by priority and channel. When two policies fit, the specific one wins over the catch-all.
- Targets for first response and resolution
- Chats, tickets or both
- Match by priority and by channel
Teras Home’s policies: Urgent & high (1 h, 8 h, business hours), Live chat (2 min, 1 h, 24/7) and Standard (4 h, 48 h).
Business hours
Your opening hours and holidays, so a Saturday-night ticket isn’t late on Sunday.
Switch on “Count business hours only” and the clock runs only while you’re open, in your own time zone. Add your public holidays once; the SLA, the chat queue and ticket assignment all use the same calendar.
- Your hours for each day of the week
- Public holidays, with their own hours or closed
- Or 24/7, per policy
Aisyah’s WhatsApp at 11:40 pm. The bot replies that the team is back at 9 am, Monday to Saturday: the hours the SLA counts.
Warnings
A warning at 75 %, and the team leaders told at the breach.
Each policy has a warning threshold. When a ticket reaches it, the assignee is warned. At the breach, the assignee and the leaders of their teams are told, assigned or not. Ticket lists show “Reply in 12m” or “Resolve in 3h”, amber at the warning and red when it’s late.
- A warning threshold per policy
- Breach alerts to the team leaders
- Amber and red chips in every list
The SLA panel on TKT-1282: On track, first response met, resolution active, 63 % of the window elapsed.
Pauses
Waiting on the customer stops the resolution clock.
Set a ticket to Wait on Customer or Wait on 3rd Party and the resolution clock pauses. It runs again when the customer replies. Reopen a resolved ticket and its resolution clock starts over.
- Wait on Customer and Wait on 3rd Party
- The clock runs again on the reply
- Reopening restarts resolution
TKT-1282’s status buttons: Wait on Customer and Wait on 3rd Party, next to Resolve and Close.
Chats too
Live chat gets its own clock: an agent replies within 2 minutes.
Chat SLAs use the same policies. The clock starts when the bot hands over, so the time the customer spent with the bot isn’t counted against your team. Change a chat’s priority and the policy is matched again; the clocks keep their start.
- Starts at the hand-over, not the first bot message
- “Reply 2m · Resolve 1h” in the chat header
- Re-matched when the priority changes
Wong Kar Yan’s WhatsApp chat under the Live chat policy: “Reply 2m · Resolve 1h” beside the priority.
Watching it
SLA at risk on the monitor today, SLA compliance in the reports after.
Supervisors see every live chat close to a breach on the monitor, and open it from there. Reports → Tickets shows SLA compliance by agent, team, category and policy, in business hours.
- SLA at risk, live
- Compliance = met ÷ (met + breached)
- Open the breached tickets from the report
The monitor’s four cards and Needs attention: nothing at risk at Teras Home right now.
Connected to everything else in Axonave
The SLA is on the ticket, the chat and the customer’s record.
One set of policies covers the helpdesk and the inbox. The same hours open the chat queue, assign tickets and count the SLA.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Helpdesk
Tickets from your mailboxes, WhatsApp, web chat, a form and a portal.
Routing
The chat SLA starts when the bot hands over.
Omnichannel inbox
Reply and resolve chips on every chat in the list.
Reports
SLA compliance by agent, team and policy.
The clock, worked out
An urgent ticket at 5:30 pm on Saturday is due on Tuesday at 9:30 am.
Teras Home is open Monday to Saturday, 9 am to 6 pm, and Deepavali is on 8 and 9 November. Its “Urgent & high” policy gives one business hour for the first reply and eight for the fix. Here is that clock, step by step.
- Sat 5:30 pmA damaged sofa, reported on WhatsApp. The ticket is urgent, so “Urgent & high” applies.
- Sat 6:00 pmTeras Home closes. 30 of the 60 minutes for a first reply are used.
- Sun, MonClosed on Sunday. Monday is Deepavali. The clocks stand still.
- Tue 9:15 am75 % of the first-response time is used. The assignee is warned.
- Tue 9:30 amFirst reply due.
- Tue 4:30 pmResolution due, eight business hours in. A miss tells the assignee and their team leaders.
Worked out from Teras Home’s settings in our demo workspace. The Saturday ticket is an example.
A real SLA panel: TKT-1282’s details and its two targets.
Who sets SLAs with it
Retail and delivery
Damaged deliveries answered within the hour, counted in shop hours.
B2B support
A tighter policy for your key accounts’ urgent tickets.
Teams that close on Sundays
Weekends and public holidays never count as late.
Questions about SLA management
What can an SLA policy measure?
Two targets: the time to the first public reply, and the time to resolution. A policy covers chats, tickets or both, and matches by priority and channel.
Does the SLA count weekends and public holidays?
Not if you don’t want it to. Switch on “Count business hours only” and the clock runs only in your opening hours, in your time zone, and stops on the holidays you add. Or keep a policy at 24/7.
Who is told before and after a breach?
The assignee is warned when a ticket reaches the policy’s warning threshold. At the breach, the assignee and the leaders of their teams are told, whether the ticket is assigned or not.
Does waiting on the customer count against us?
No. Wait on Customer and Wait on 3rd Party pause the resolution clock. It runs again when the customer replies. Reopening a resolved ticket restarts the resolution clock.
Which policy applies when two match?
The more specific one: a policy that names a priority or a channel beats a catch-all. Change a ticket’s priority and the policy is matched again.
Do chats have SLAs too?
Yes, from the same policies. A chat’s clock starts when the bot hands it to a person, and each chat in the inbox shows “Reply in” and “Resolve in” chips.
Which plan has SLA policies?
Every plan. Basic is $59 a month with 3 seats, and includes the helpdesk, live chat, WhatsApp and the CRM.
Is there a free trial?
Yes. Try Pro free for 14 days. No card needed.
Set SLAs that match the hours you keep.
We reply within one business day by email or WhatsApp.