SLA Policies
Response and resolution targets, tracked per ticket, that respect your business hours.
SLA policy basics
A Service Level Agreement policy is a promise about how quickly tickets get a first response and how quickly they get resolved. Fesk tracks each ticket's progress against the targets, warns you when a deadline is close, and records breaches in the reporting view so you can see trends over time.
The promise can be to a specific customer (your enterprise tier gets faster targets than your free portal) or to yourselves internally (we want to acknowledge every High-priority ticket within an hour, full stop).
Creating a policy
Under Settings → SLA Policies → Create Policy. Give it a clear name (something like "Premium Support" or "Internal Engineering" reads better than "Policy 1" three months later). Set first-response and resolution targets per priority. Choose which tickets it applies to, by label, by ticket type, by customer, or globally.
A ticket can only be governed by one SLA policy at a time. If multiple policies match, the most specific wins (customer-specific beats type-specific beats global).
Reasonable starting targets
The following values are practical starting points. Adjust them to match the response and resolution times your team can maintain.
| Priority | First response | Resolution |
|---|---|---|
| Critical | 15 minutes | 4 hours |
| High | 1 hour | 8 hours |
| Medium | 4 hours | 24 hours |
| Low | 8 hours | 3 days |
How business hours interact
SLA timers tick during your configured business hours and pause outside them. A ticket that arrives at 5pm Friday with an 8-hour target doesn't quietly burn through its budget over the weekend; the clock resumes Monday morning. If your team works 24/7, set business hours to round-the-clock and timers run continuously.
Critical-priority tickets can optionally bypass business hours, useful if "Critical" really means "wake someone up."
When something's about to breach
Tickets approaching their deadline show a colored indicator on the card (yellow at 75% of budget consumed, red past that). At configurable thresholds, Fesk can email the assigned agent, escalate to a team lead if no one's responded, or notify a Slack channel via webhook.
Breaches themselves show up in reports, both individual ticket-level and aggregated. Use the aggregates in retrospectives, not as a weapon.