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Promise response times—and meet them
Promise response times—and meet them
Set SLA goals for response and resolution, apply conditions (priority, team, source, pipeline), respect business hours, and track due-soon and overdue states to keep commitments on time. +1</p>
Promise response times—and meet them
Promise response times—and meet them
Set SLA goals for response and resolution, apply conditions (priority, team, source, pipeline), respect business hours, and track due-soon and overdue states to keep commitments on time. +1</p>
Promise response times—and meet them
Promise response times—and meet them
Set SLA goals for response and resolution, apply conditions (priority, team, source, pipeline), respect business hours, and track due-soon and overdue states to keep commitments on time. +1</p>
Set SLA rules that adapt to urgency and customer tier.
Create flexible SLA goals for help desk and inbox so high-priority or VIP tickets get faster targets while standard requests follow baseline commitments.
Define response & resolution goals
- Set first-response and resolution targets with business-hours awareness.
- Expose countdowns and status (due soon, overdue) to guide daily work.
Apply conditions
By priority
Differentiate targets for high, medium, or low priority.
By team, source, or pipeline
Scope SLAs to specific teams, sources, or pipelines for nuanced control.
Business hours & calendars
Choose whether SLAs count all the time or only during defined support hours for fair, realistic targets.
Automate alerts & escalations
Use workflows to create tasks, send notifications, or escalate when SLAs approach breach or are overdue. xcellimark.com
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