SLA: Difference between revisions
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'''SLA (Service Level Agreement)''' defines the time within which you commit to respond to a customer request and resolve their issue. | '''SLA (Service Level Agreement)''' defines the time within which you commit to respond to a customer request and resolve their issue. | ||
Planfix doesn’t have a separate “Enable SLA” button, but all the tools for setting it up are available: [[Reports |reports]], [[Scripts|scripts]], [[ | Planfix doesn’t have a separate “Enable SLA” button, but all the necessary tools for setting it up are available: [[Reports |reports]], [[Scripts|scripts]], [[Task statuses|statuses]], and [[Planner|planners]]. | ||
==Key metrics== | |||
An SLA usually includes two main parameters: | |||
*'''Response time''' — how quickly you replied to the client’s first message. | |||
*'''Resolution time''' — how long it took to fully close the task. | |||
Revision as of 11:29, 16 October 2025
SLA (Service Level Agreement) defines the time within which you commit to respond to a customer request and resolve their issue.
Planfix doesn’t have a separate “Enable SLA” button, but all the necessary tools for setting it up are available: reports, scripts, statuses, and planners.
Key metrics
An SLA usually includes two main parameters:
- Response time — how quickly you replied to the client’s first message.
- Resolution time — how long it took to fully close the task.