SLAs
Set differentiated service level agreement timers on customer issues
SLAs (AKA Service Level Agreements) are rules for how quickly you want to respond to and resolve customer issues.
Pylon supports three types of SLAs:
First Response Time: how quickly someone on your team should respond to an initial message or request from the customer.
Next Response Time: how quickly someone on your team should respond to each subsequent message in a customer request after the first.
Resolution Time: Time to resolution is how long it takes to resolve a request after it’s been started.
Setup
Visit the SLAs page and hit Create
Select from one of the available templates for common SLA configurations for a good starting point
Modify the trigger with the conditions and values that make sense for your business. SLAs can be applied based on many factors, including the priority of the issue, the type of customer who raised it, etc.
Notification
To setup notifications for SLAs, choose the "Send Slack notification on SLA breaches" template. Update the channel to your preferred one, or the action to a different notification type, for example email.
When an issue violates an SLA
The configured action will be taken, for example notifying a Slack channel
Users can also subscribe to notifications for SLA breaches on issues they are assigned to on the notifications page.
Support Hours
If you want the SLAs to only tick during your working hours, you can configure Support Hours on the Settings Page.
For example, setting your supports hours to exclude weekends means your SLA timers will not tick during those hours.
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