SLAs
Maintain high service levels on your customer issues.
Overview
SLAs (Service Level Agreements) help ensure timely, consistent support by defining how quickly your team should respond to and resolve customer issues. With Pylon, you can customize SLAs to match the expectations of different customer segments, prioritize critical issues, and automate reminders or escalations when targets are missed.
Pylon supports three types of SLAs:
First Response Time – The time it takes for your team to respond to the first customer message
Next Response Time – The time between a customer’s follow-up and your next reply
Resolution Time – The total time it takes to fully resolve an issue
All SLAs can be configured to respect business hours and customized by priority, customer tier, and more.
Setup
Use Cases
Tiered Support
Set stricter SLAs for enterprise accounts and more flexible targets for standard users
Priority-Based Routing
Assign faster SLAs to issues marked as “Urgent” or related to critical workflows
Proactive Escalations
Automatically alert managers or trigger escalation workflows when a deadline is missed
Time-Sensitive Channels
Create different SLAs for Slack, in-app chat, or email based on the nature of each channel
Resolution Reporting
Track SLA performance over time to identify trends and improve team efficiency
Best Practices
Use Templates to Start
Begin with a prebuilt SLA template and customize it to fit your needs
Set Support Hours
Enable Support Hours to prevent off-hours SLA breaches
Enable Notifications
Set up breach alerts via Slack or email to keep your team aware and responsive
Review SLA Breaches
Use Analytics dashboards to analyze performance and fine-tune thresholds and routing over time
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