Features / SLA policies
Promise a reply time, and keep it
An ordered list of rules, first match wins, matched on groups and priorities. Each one sets a first-reply and a resolution target, counted in business hours.
Business hours, not wall-clock
The clock only ticks while you are open, so nothing breaches overnight or over a weekend. A ticket that lands Monday 16:30 with a one-hour target is due Tuesday 08:30, not Monday 17:30. Each schedule keeps its own time zone.
Pauses while you wait
Time in a pause status stops the resolution clock, so waiting on the customer never counts against you. The first-reply clock keeps running.
Visible everywhere, not buried
A sortable SLA column with a live countdown, filters for breached and due-soon, timeline entries showing when a clock was met or missed and by how much, and email digests the moment things breach.
on every planfirst-reply & resolution targetsbusiness-hours schedulespause statusesAI counts as a first responsebreach states computed livebreach digests
Put a clock on your promises
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