Example: creating an SLA with multiple cycles

This example looks at how you might create a more complex SLA by starting and stopping the time counter throughout the workflow.

You might set up an SLA like this to track response times. For example, track how long it takes your team to respond each time a customer updates an issue with more information.

This example also illustrates how goals for different issue criteria can be tracked from a single SLA.

Translated, this SLA sets the following goals and expectations:

  • All customer comments for tasks must be responded to within 1 business day, or 8 hours on a 9–5 calendar.
  • All other communications must be responded to within 3 business days, or 24 hours on a 9–5 calendar.
  • The timer that counts these goals starts when an issue is created, or whenever a customer comments and the issue transitions to the "waiting for support" status.
  • The timer ends whenever an agent comments back to the customer, or the request is resolved.

Example issue workflow



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For further information about how SLAs with multiple start and stop conditions appear in the SLA tracker, see Setting up SLAs.

Last modified on Jan 30, 2018

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