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Master Data

CategoriesSLA Policy
Buna
DashboardMy ticketsKnowledge baseFAQLive chatReportsAudit LogsSupervisor DashboardManager Dashboard

Master Data

CategoriesSLA Policy
Buna

SLA Policies

Configure service level agreements used for ticket response, resolution, escalation, and compliance monitoring.

SLA Timers automatically pause when a ticket enters Pending (Customer) or Pending (Internal) state. Timers respect configured business hours unless "24/7" is enabled per priority row.

Categories

Global defaults

Unconfigured categories inherit the default SLA Matrix

Edit Defaults

Payment issues

Active

Configure first response time (FRT) and resolution time (RT) targets per priority. These override global defaults for this category

PriorityFirst response time (FRT)Resolution time (RT)Auto escalate after24/7 SLA
Critical

Agent is alerted when 75% of FRT is consumed

Supervisor notified at 75% of RT

Escalate to Level 1 supervisor

Biz hrs
High

Agent is alerted when 75% of FRT is consumed

Supervisor notified at 75% of RT

Escalate to Level 1 supervisor

Biz hrs
Medium

Agent is alerted when 75% of FRT is consumed

Supervisor notified at 75% of RT

Escalate to Level 1 supervisor

Biz hrs
Low

Agent is alerted when 75% of FRT is consumed

Supervisor notified at 75% of RT

Escalate to Level 1 supervisor

Biz hrs

Escalation Chain - Payment issues

Automatic escalation triggered when SLA is breached or auto-escalate threshold is met

Edit Chain
L1First Responder
Supervisor/Team lead
L2Second Responder
Manager
L3Third Responder
Executive Manager