Your customers want to know what to expect. When will they get a response. How fast a support ticket will be resolved. A "service level agreement" (SLA) with a particular customer lets you specify these standards.
Basically, SLA is all about implementing "policies" that define how fast a support ticket should be answered/resolved. Say, depending on the ticket's priority, and/or the user filing the ticket, and/or the company the ticket came from etc. etc.. Optionally, this "policy" can notify help desk technicians or administrators when it has been violated (i.e. after a ticket hasn't been responded or closed within the required time).
Here's a simple SLA policy presented in a human-readable table
|Ticket priority||Respond within||Resolve within||Actions when violated|
|"Critical"||1 hour||3 hours||Email the administrators|
|"High"||2 hours||8 hours||Email the administrators|
|"Normal"||4 hours||24 hours||Email the administrators|
|"Low"||7 hours||48 hours||none|
Jitbit Helpdesk ticketing system comes with a powerful automation rules engine, an "if this than do that" module that can be set up to watch out for SLA violations. Simply set up an automation "rule" with the following:
For every SLA "policy" you simply create a corresponding "rule", naming it accordingly for your convenience. E.g. "Non-updated for 3 hours" rule, "Not closed within 2 days" etc. Or - alternatively - naming your rules by customer "Acme Corp SLA rule", "Client XYZ SLA rule".