Priority-Driven SLAs
Set response and resolution targets per priority. Low / Medium / High / Urgent. Calibrate to what customers actually expect.
Business Hours
Per-team or global. 24x5, 24x7, regional. SLA timer honors business hours.
Escalations
Breach notifications to managers. Auto-reassignment on repeated breach. Don’t wait for post-mortem — escalate in-flight.
Multi-Tiered SLAs
Different SLAs per customer segment (enterprise vs SMB). Assign SLA via company/contact fields. Reports segmented.
Reporting
SLA attainment rate per team, agent, customer. Publish weekly. Dropping attainment signals process or staffing issues.