Template

SLA Policy Template

P1–P4 priority matrix with response targets, resolution targets, and escalation rules. Copy, configure, and enforce SLAs from day one.

Included Templates

P1 — Critical

First Response: 15 minutes | Resolution: 4 hours | Escalation: Auto-escalate to L2 after 30 minutes, L3 after 2 hours. Examples: System down, data loss, security breach.

P2 — High

First Response: 30 minutes | Resolution: 8 hours | Escalation: Auto-escalate to L2 after 1 hour, L3 after 4 hours. Examples: Major feature broken, payment failures, integration down.

P3 — Medium

First Response: 2 hours | Resolution: 24 hours | Escalation: Auto-escalate to L2 after 4 hours, L3 after 12 hours. Examples: Minor bug, performance issue, feature request follow-up.

P4 — Low

First Response: 8 hours | Resolution: 72 hours | Escalation: Manual escalation only. Examples: General inquiry, documentation feedback, feature suggestion.

Standard Support

Monday–Friday, 9:00 AM – 6:00 PM IST. SLA timer pauses outside business hours for P3 and P4 tickets. P1 and P2 run 24/7.

Premium Support

Monday–Sunday, 24/7. SLA timer runs continuously for all priority levels. Dedicated support channel with named agents.

L1 → L2 Escalation

Trigger: SLA breach or ticket age > 50% of resolution target. Action: Reassign to L2 team, notify team lead via Slack and Email.

L2 → L3 Escalation

Trigger: SLA breach at L2 or customer escalation request. Action: Reassign to L3/Engineering, notify VP of Support, update customer.

SLA Compliance Target

First Response SLA: 95% compliance. Resolution SLA: 90% compliance. CSAT Target: 4.5/5 average. Reviewed monthly.

How to Use

  1. 1

    Go to SLA Settings

    Navigate to Settings > SLA Management in Lodgestory.

  2. 2

    Create Priority Levels

    Create P1-P4 priority levels with the response and resolution targets from this template.

  3. 3

    Configure Business Hours

    Set your business hours and holiday calendar. Choose which priorities pause outside hours.

  4. 4

    Set Escalation Rules

    Configure automatic escalation triggers and notification rules for each priority level.

  5. 5

    Enable SLA Tracking

    Turn on SLA tracking for all teams. Monitor compliance in the Analytics dashboard.

Tips for Best Results

  • Start with generous SLA targets and tighten them as your team improves
  • P1 and P2 SLAs should run 24/7 — even if your team works business hours, set up on-call coverage
  • Use Lodgestory's breach alerts to notify managers before an SLA is missed, not after
  • Review SLA compliance weekly and adjust targets quarterly
  • Different channels can have different SLAs — WhatsApp may have tighter targets than Email

Frequently Asked Questions

How does Lodgestory track SLAs?
Lodgestory automatically tracks first response time and resolution time for every conversation. SLA timers respect business hours, priority levels, and pause conditions.
Can I set different SLAs for different teams?
Yes. Each team or inbox can have its own SLA policy with different response and resolution targets.
What happens when an SLA is breached?
Lodgestory sends breach notifications via Email, Slack, or in-app alert. You can configure automatic escalation to reassign the ticket to a senior agent or manager.
Do SLAs pause outside business hours?
You configure this per priority level. Typically, P1 and P2 run 24/7, while P3 and P4 pause outside business hours.
Can I report on SLA compliance?
Yes. Lodgestory's Analytics dashboard shows SLA compliance rates, average response times, and breach trends by team, agent, and priority.

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SLA Policy Template with P1–P4 Priority Matrix | Lodgestory by Inboxcentral