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Give every request a clear timeframe.
Define when a response is due, when a resolution is expected and who should act if a target is missed. Bring service commitments into everyday follow-up.
Explore the policy exampleService timing at a glance
Request 841
Response due in
12 min
Request 842
Waiting for customer
Paused
Request 843
Resolution target exceeded
+8 min
A first response and a resolved request are different milestones.
Separate the target for acknowledging the customer from the target for completing the work. One can be met while the other still needs attention.
Response time
From the start of the applicable SLA clock to the response milestone defined by the policy.
Resolution time
Tracks the time allowed to resolve the request, including any pause rules that apply.
Set a policy that reflects the request.
Set SLA policies by priority, channel or customer, with response and resolution targets appropriate to each policy.
Keep the clock meaningful when the situation changes.
A useful SLA policy explains both when time is counted and what happens when a target is missed. Make the next responsibility clear.
Waiting for the customer
Organise response and resolution targets around a clear service policy.
Target exceeded
A breach flag makes an overdue item visible so the team can identify what requires follow-up.
Escalation takes over
The documented rules can alert the responsible team or reassign the item after a breach, according to the configured policy.
Turn service expectations into a clear operating policy.
Agree on the requests covered, the response and resolution targets, the pause conditions and the owner of each escalation with the UCaaS team.
Set response and resolution targets, define responsibilities and organise escalation around your service commitments.
Discuss your service policy