SupportUpdated
Set up SLAs
Set first response and resolution targets by ticket priority, choose when the clock runs, add closed days, and give some clients their own policy.
An SLA (service level agreement) is the response and resolution time you promise clients. Spodus times every ticket against its targets and flags the ones running late.
Things to know
Every workspace starts with one policy, Standard, which is the default. It runs on calendar hours with these targets:
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 8 hours |
| Normal | 8 hours | 24 hours |
| Low | 24 hours | 48 hours |
- A ticket is measured against the policy on its contract. Tickets with no contract, or a contract with no policy, use the default policy.
- The clock pauses while a ticket is Pending or On-hold.
- Open tickets past a target show in the Breaching SLA queue in the Support sidebar.
- Free has the default policy only. Starter allows 2 more policies, and Growth allows 10 more.
Change a policy's targets
- Go to Support > Settings and click SLA policies.
- Click the policy.
- Under Targets, click a time to change it. Type minutes (
90m) or hours (4h).
Add a policy for some clients
- On SLA policies, click New policy. A policy called "New policy" is added and opened.
- Next to Name, click Rename policy (the pencil) and type a name. This is what contracts and tickets call it.
- Choose its Clock. Calendar hours run around the clock. Business hours pause outside your working hours.
- Set its Targets.
- Open each client's contract and set its SLA policy to the new policy.
To make a policy the one used when a contract doesn't pick one, open it and click Make default. You can delete a policy with the trash icon once no contract uses it. A workspace always keeps at least one policy.
Set your working hours and closed days
Working hours only matter for policies set to Business hours.
- In Support settings, click Working hours.
- Turn each weekday on or off, and set when it opens and closes. The page says which timezone the times are in.
- Under Closed dates, type a date such as
2026-12-25and press Enter. Add holidays and any other days the clock doesn't run.
Until you change them, working hours are Monday to Friday, 09:00 to 18:00.
Choose when solved tickets close
On SLA policies, under Closing solved tickets, set Close after to a number of days, up to 90. The default is 4. A reply before then reopens the ticket. After it closes, the client starts a new one. Set it to 0 to keep solved tickets open to replies forever.