Service Level Agreements (SLAs)
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What it is
Service Level Agreements put response and resolution targets on tickets and track them automatically. Chorum starts the clocks when a ticket is raised, warns you as a target approaches, records a breach if it passes, and can pause the clock while a ticket is waiting.
How a ticket gets its SLA
The SLA applied to a ticket is resolved from the impacted service and the ticket's priority. Priority itself comes from an impact by urgency matrix, and an agent can override it. From that, two targets are set:
- First response due, the time by which an agent must first reply.
- Resolution due, the time by which the ticket must be resolved.
The ticket header shows the time remaining, or how far overdue it is, for each target.
SLA status
Every ticket carries an SLA status so the queue can be scanned quickly:
- On track: within target.
- Warning: approaching the target.
- Breached: the target has passed.
- Paused: the clock is stopped (for example while the ticket is on hold).
Business hours
SLA time can accrue only within your working calendar. The default is Monday to Friday, 09:00 to 17:00, in the Europe/London timezone, so a nine by five tier does not consume its target overnight or at weekends, while a twenty four by seven tier runs continuously. This means a ticket raised late on Friday afternoon is judged against Monday morning, not Saturday.
Breach tracking and pausing
A background job runs on a schedule and compares every open ticket against its due dates, raising the breach flag when a target passes. Moving a ticket to a waiting or on hold state pauses its timers, and returning it to an active state resumes them, so time spent waiting on the customer does not count against you.
Acknowledgement emails
When a ticket is created, Chorum can send an acknowledgement email to the requester from the resolved shared mailbox, confirming the ticket reference so the customer knows it was received.