What is an SLA and how does it work?

A Service Level Agreement, or SLA, is the standard of service that you agree to deliver to your customers. It represents the response and resolution times offered by your agents on their cases.

SLAs in Resolution1 are case specific, that is, they are triggered when cases are either created or updated. Assigned Agents will be notified when their case has not been resolved in the specified Case Resolution Time, and the Admins will be notified anytime a case is overdue.