SLA

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.

In Planfix, these metrics are calculated based on the task status change history. For example, you can build a report that shows:

• how long the task was in the "New" status — this is the response time;
• how long the task was in the "In progress" status — this is the total resolution time.

Escalations for breaches

If a task is approaching the SLA limit or the deadline has already been missed, you can set up automatic escalation using scripts. For example:

• When a task moves to the "In progress" status, a delayed script is triggered for 15 minutes.
• If, after 15 minutes, the task is still in this status, the script will notify the supervisor or create an additional task.
• If the status changes before this time, the countdown restarts.

This approach allows you to respond to potential SLA breaches in time and prevent them.