SLA: Difference between revisions
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*'''Response time''' — how quickly you replied to the client’s first message. | *'''Response time''' — how quickly you replied to the client’s first message. | ||
*'''Resolution time''' — how long it took to fully close the task. | *'''Resolution time''' — how long it took to fully close the task. | ||
In Planfix, these metrics are calculated based on the [[Report on status history|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. | |||
Revision as of 11:42, 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.
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.