What you can define
First response
How long the team can take to give the first reply.
Resolution
How long the case can take to close.
Timely alerts
Before breaching an SLA, ApyConnect alerts so that someone acts. That way the goal is to prevent, not just to record the breach.Business hours and priority
- SLAs count time within your business hours (they don’t penalize the hours you’re not operating). See Business hours.
- You can require stricter times for higher-priority conversations. See Priorities and statuses.
Results
Your SLA compliance is shown in Analytics and reports.They’re configured in Settings → SLA.