SLA breach calculation and response time policy
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level.\nSLAs help ensure that your customers receive timely responses and resolutions to inquiries.\n\nPolicy users can set SLA breach and warning targets for three metrics: *first response*, *next response*, and *full resolution*. Each metric has its own breach and warning target. You can specify whether the metrics are calculated using calendar hours or business hours while defining breach and warning targets.\n\nCreate an SLA\n-------------\n\n1. Go to **Settings > SLA > + Create**.\n2. In
Service-level agreement | Computer for Support Teams | DevRev
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calculation\n----------------------\n\nSLA metrics are calculated based on the policy that's applied to the conversation or the ticket. There can be one or more SLA metrics active on a given conversation or a ticket, with each one being tracked separately.\n\nSLA metric can be in one of the following stages:\n\n* *Active*: The metric is currently being tracked on the conversation or ticket.\n* *Close to breach*: The time spent by the SLA metric is greater than or equal to the close to breach
Service-level agreement | Computer for Support Teams | DevRev
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of schedule when they remain at the same stage, but time spent out of schedule isn't included in the calculation.\n\n![]()\n\nIf the customer account is updated after the ticket is created, all SLA metrics will be recalculated based on the updated customer account information. Any previous SLA breaches or achievements will be discarded, and new calculations will be applied according to the updated SLA.\n\nThe following table describes how each metric works for tickets and
Service-level agreement | Computer for Support Teams | DevRev
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**Metrics**. Install the [OLA metrics for issues](https://marketplace.devrev.ai/ola-metric-on-issues) snap-in as prompted to access the **Issue Resolution Time** metric, see [Defining OLA Metrics](#defining-ola-metrics) for details.\n3. Click **Continue**.\n\nYou can set breach and warning targets for **Issue Resolution Time** by selecting between calendar or business hours for calculation. Multiple policies can be created within an OLA, and they are applied based on priority if an issue meets
Operational-level agreement | Computer for Support Teams | DevRev
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target defined in the policy.\n* *Breached*: The time spent by the SLA metric is greater than or equal to the breach target defined in the policy.\n* *Paused*: The metric is currently paused based on some conditions. For example, when a ticket moves to awaiting customer response.\n* *Completed*: The conversation or ticket has reached the completion condition.\n\nBased on business hours defined for an organization, *Active/Close to breach/Breached* metrics can change schedules. Metrics move out
Service-level agreement | Computer for Support Teams | DevRev
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meets or exceeds the close-to-breach target set in the policy.\n* **Breached**: The time spent meets or exceeds the breach target set in the policy.\n* **Paused**: The metric is paused based on stage conditions in the snap-in.\n* **Completed**: The *stop* condition has been met.\n\nMetrics in the *Active*, *Close to Breach*, or *Breached* stages may follow business hours, moving in and out of schedule without including out-of-schedule time in calculations.\n\nIn the **Detailed** view, all
Operational-level agreement | Computer for Support Teams | DevRev
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24 Business Hours |\n\n*Business Days: Monday - Friday (Saturday and Sunday coverage provided for incidents only)*  \n*Response commitments remain void for the region during the holidays mentioned below, except for incidents*\n\n*\\*No SLA promised on tickets other than BUGS*\n\n### 3. Support Channels\n\n* Chat ([www.DevRev.ai](http://www.devrev.ai/) | [https://app.DevRev.ai](https://app.devrev.ai/))\n* Email ([support@DevRev.ai](mailto:support@DevRev.ai))\n* Support Portal
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