SLA Policies
Track response and resolution times to meet your support commitments.
Overview
SLA (Service Level Agreement) policies define how quickly your team should respond to and resolve tickets. GoPimi tracks compliance automatically and alerts you when deadlines are at risk. Only workspace owners can create and manage SLA policies.
Creating a Policy
Navigate to Settings → SLA Policies in your workspace. Click Add Policy and configure:
- First response deadline — maximum time before an agent first responds (e.g., 1 hour, 4 hours)
- Resolution deadline — maximum time before the ticket is resolved (e.g., 24 hours, 72 hours)
Policies apply to new tickets created in the workspace. Each workspace can have one active SLA policy.
How SLA Tracking Works
When a ticket is created, GoPimi calculates deadlines based on the active SLA policy. The system tracks two metrics per ticket:
- First response status — has an agent responded? On track or breached.
- Resolution status — has the ticket been resolved? On track or breached.
These are stored per ticket and recalculated periodically. The overall SLA status is on_track if both metrics are met, breached if either deadline has passed.
Breach Detection
A scheduled job checks all open tickets against their SLA deadlines. When a deadline passes without the required action:
- The ticket's SLA status updates to
breached - Webhook events fire (
sla.first_response_breachedorsla.resolution_breached) - Email notifications are sent to workspace members (if enabled in notification preferences)
Warning events (sla.first_response_warning, sla.resolution_warning) fire when deadlines are approaching, giving your team time to act.
Notifications
SLA breach and warning notifications are sent via email to workspace members. Configure which notifications you receive in Settings → Notification Preferences. Each member can enable or disable SLA notifications independently.
SLA policies are available on Pro and Business plans. Lite plans do not include SLA tracking.
Frequently Asked Questions
How does GoPimi detect an SLA breach?
A scheduled job evaluates every ticket with an active SLA and compares first-response and resolution deadlines against the current time. Breach notifications and webhooks fire on breach.
Can SLAs differ by priority?
Yes. SLA policies are defined per priority level, so urgent tickets can have tighter deadlines than low-priority ones.
When is the SLA considered satisfied?
First-response is met when the first outbound message is sent. Resolution is met when the ticket is closed.
Does GoPimi support business-hours SLA?
Not currently. SLA deadlines are wall-clock time. Business-hour SLAs are on the roadmap.
Related
- Webhooks — Configure breach and warning events
- Workspaces — Learn who can manage SLA policies
- API Reference — SLA policy CRUD endpoints