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Promises measured the way customers experience them

An SLA report that says 98% while customers complain about waiting is worse than no report. SupaDesk measures targets on your real hours, pauses only when it should, and never moves a deadline already promised.

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  • Business hours & holidays
  • Pauses only on the customer
  • Escalation fires once

How does SLA management work in SupaDesk?

An SLA policy sets first-response, next-response and resolution targets for each priority, measured in business hours on a calendar with its own weekly schedule, holidays and time zone. When a ticket arrives the matching policy starts its clocks. A reply that is sent stops the response clocks at the moment it left; waiting on the customer pauses the clock; resolving stops it. Warnings fire before a deadline and escalation rules fire once when it is missed.

  • Targets per priority for first response, next response and resolution.
  • Several business calendars, each with holidays and an IANA time zone.
  • Policies match on mailbox, organisation, plan tier, category, product, priority or VIP.
  • The SLA panel on every ticket shows each clock and its business-hour deadline.
  • A clock paused before its deadline does not breach; one already late still does.
  • Resolving late stays breached. Reopening starts a fresh resolution clock.
How it works

The life of an SLA clock

  1. 01

    Starts on arrival

    The most specific matching policy is chosen and its clocks begin in business time from the moment the ticket arrived.

  2. 02

    Pauses on the customer

    Waiting on customer freezes the remaining time. When they reply, the deadline is recomputed from that moment.

  3. 03

    Warns, then escalates

    A warning at a share of the target you choose; escalation rules notify, reassign or raise priority - exactly once.

  4. 04

    Met or breached, honestly

    A reply meets the clock at the time it was sent. Late stays late, even after the work is done.

In detail

Why SLA numbers usually lie, and how these do not

Real hours, real time zones

"Four business hours" means something different in Mumbai and in London, and something different again the week the clocks change.

  • Weekly opening hours per calendar, with split shifts if you need them.
  • Holidays per calendar, so a regional team's festival day does not count against it.
  • Times stored as local wall-clock hours in a named zone - daylight saving cannot shift every deadline by an hour.
  • Screens show targets in hours, never in days, because days are ambiguous when hours are not 24.

The pause cannot be gamed

If any status stops the clock, every hard ticket ends up parked in it.

  • Only "waiting on customer" pauses. Internal hand-offs and pending approvals keep running.
  • A ticket already overdue when it was parked stays breached.
  • Editing a policy never moves a deadline already promised; resets need their own permission and a reason.
  • SLA events are internal - they are never shown to the customer.

Related

How to Set Support SLAs

Choosing targets, business hours and pause rules your team can keep - with worked examples.

Routing & Assignment

Rules send each new ticket to the right team or agent, round-robin included.

Reports & Dashboards

Volume, workload, SLA attainment and approval times, read from live data.

Shared Inbox & Ticketing

Every customer email becomes a ticket with an owner, a status and a history.

SaaS: First Response From 19 Hours to 3

Business-hour SLAs, routing and a dashboard that showed who was waiting.

Complaints & Escalations

A traceable complaint process with escalation, deadlines and a record of every reply.
Frequently asked

Questions people ask before they start

First response, next response and resolution, each per priority. Policies can apply to everything or match on mailbox, organisation, plan tier, category, product, priority or VIP status, so a premium customer's 4-hour target and everyone else's 24-hour target can run side by side.

Only if you say so. Each business calendar has its own weekly hours, holidays and time zone. A policy without a calendar follows your default calendar - not 24/7 - and targets are expressed in open hours.

Only while a ticket is waiting on the customer. Waiting on another internal team, or on an approver, keeps the clock running - that is still your delay, and hiding it would make the report flatter than reality.

New tickets get the new targets. Deadlines already promised to customers do not move. If you genuinely need to reset a clock, that needs its own permission and a written reason, and an overdue clock stays breached.

Yes. Business hours are stored as local times in a named time zone, never as fixed instants, so a 9:00 start is 9:00 in summer and in winter.

Set one target you can actually keep. Then keep it.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.