FAQs in this section

Running: When an internal ticket is in a New state and SLA time has not expired
Time Left: When an internal ticket is in an Open state and SLA time has not expired
Fulfilled: When an internal ticket is in Resolved state and SLA time is remaining
Violated: When SLA time expires
Escalated: When an SLA is violated and escalated (if escalation rules are configured)

A Service Level Agreement or SLA is a contract between a service provider and an end-user that defines the standard of service expected from the service provider.

For example, the internal SLA policy in an organization may state that infrastructure-related issues must be resolved within one week and pay-related issues within two days.

Note: If you are an Admin user, you can set up or modify an SLA policy by going to Settings > Support > SLA Policies.

Important SLA terms:

Field name	Description
SLA Name	Name of the SLA policy
First Response Actual	Time at which the response was made on the internal ticket
SLA Time Elapsed	Amount of allotted SLA time that has elapsed
Resolution Actual	Time at which the internal ticket was resolved
Time in Current State	Total time for which the internal ticket is in the current status, such as New, Assigned, Open, etc.
Last Responded On	The time at which the internal ticket was last responded to
First Response Status	Fulfilled if the first response is made within the time stated in the SLA policy Violated if the first response is not made within the time stated in the SLA policy
SLA Status	Running: When an internal ticket is in a New state and SLA time has not expired Time Left: When an internal ticket is in an Open state and SLA time has not expired Fulfilled: When an internal ticket is in Resolved state and SLA time is remaining Violated: When SLA time expires Escalated: When an SLA is violated and escalated (if escalation rules are configured)
Total Time Elapsed	Total time spent on the internal ticket