Awesome Support - Service Level Agreements (SLA)

This addon for Awesome Support enables the creation and management of Service Level Agreements (SLAs) for support tickets. It calculates ticket due dates based on contractual obligations and allows different response time requirements for different customers, priorities, statuses, and communication channels.

Key Features

• Customer-Specific SLA Rules - Assign different contractual due dates to individual customers based on their service agreements
• Priority-Based Due Dates - Override default due dates based on ticket priority levels
• Status-Based Adjustments - Modify due dates according to ticket status changes
• Channel-Based Rules - Set different SLA requirements depending on the communication channel through which the ticket arrived
• Automatic Due Date Calculation - System automatically calculates ticket due dates based on configured SLA parameters
• Flexible Override Options - Manually override calculated due dates when necessary
• Contractual Compliance Tracking - Monitor adherence to service level agreements with customers

Best For

This addon is designed for support teams that operate under formal service level agreements with customers. It is particularly useful for organizations that need to track and manage different response time commitments across multiple customers, ticket priorities, and support channels. It helps ensure compliance with contractual obligations by automatically calculating and tracking ticket due dates.