Overview
To ensure timely responses and maintain compliance with our Service Level Agreement (SLA), it's essential to update the status of tickets promptly. This article provides a clear explanation of the Ticket Response SLA criteria and includes guidance on how to manage ticket statuses to avoid SLA violations.
Ticket Response SLA Criteria
To comply with our Ticket Response SLA, follow these key steps:
- Acknowledge New Tickets Promptly: Change the status from "New" to an appropriate status (link) (e.g., "In Progress") as soon as the ticket is received.
- Regular Status Updates: Continuously update the ticket status to reflect its current state.
- Resolution and Closure: Once the issue is resolved, update the ticket status to "Resolved" or "Closed."
'SLA Violated' Indicator
The 'SLA Violated' indicator is a visual cue within our ticketing system that alerts you when an SLA has been breached. This indicator appears next to the ticket details when the response or resolution time exceeds the agreed SLA parameters.
When the 'SLA Violated' Indicator Appears
The indicator will appear in the following situations:
- The ticket status has not been updated from "New" within the designated initial response time.
- The ticket remains in the same status beyond the allowed time frame for that status.
- The resolution time exceeds the agreed SLA period without the ticket being marked as "Resolved" or "Closed."
Additional Information
Maintaining compliance with our SLA is critical for delivering excellent service to our customers. By promptly acknowledging new tickets, regularly updating their statuses, and ensuring timely resolution, you can avoid SLA violations and ensure a smooth support process.