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Master Data

CategoriesSLA Policy
Buna
DashboardMy ticketsKnowledge baseFAQLive chatReportsAudit LogsSupervisor DashboardManager Dashboard

Master Data

CategoriesSLA Policy
Buna

Edit Global Defaults

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

These values are fallback SLA targets for any category that has not been individually configured. Category-level overrides always take precedence. Changes here apply immediately to inheriting categories

Category Status

Shows which categories override these defaults

Overriding (3)
Payment issues
Account & Access
Delivery & Logistics
Inheriting defaults (3)
System/Technical
Onboarding & Setup
Complaint & Feedback
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