An SLA policy in ISO Mate sets the first response and resolution time targets your support team commits to for each ticket priority. You create policies from the SLA Policies page in the sidebar Help Desk group, define optional business hours, enter per priority targets in minutes, and mark one policy as the default so it applies to new tickets automatically.
Create an SLA policy
- In the sidebar, open the Help Desk group and select SLA Policies.
- Click New Policy in the top right.
- Under Policy Details, enter a Name and an optional Description.
- Configure Business Hours and Response & Resolution Targets as described below.
- Click Create to save the policy.
Response and resolution targets
The Response & Resolution Targets card lists each ticket priority with two values entered in minutes: a First Response target and a Resolution target. ISO Mate pre-fills suggested values that you can adjust to match your own commitments. A common starting point looks like this.
- Urgent: first response in 60 minutes, resolution in 240 minutes.
- High: first response in 240 minutes, resolution in 480 minutes.
- Medium: first response in 480 minutes, resolution in 1440 minutes.
- Low: first response in 1440 minutes, resolution in 2880 minutes.
Only priorities where you enter both values are saved as targets. When a ticket is created, its priority determines which target applies.
Business hours
The Business Hours card lets you set a Start Time, an End Time, a Timezone, and the Business Days (Monday through Sunday checkboxes). When business hours are configured, target due times are calculated using working hours only. Time outside the configured window does not count, so a ticket that arrives after hours starts its clock at the next business day opening.
If you leave business hours empty, the clock runs continuously and target due times are calculated as plain calendar minutes.
The default policy
Enable the Default Policy toggle to have the policy applied to new tickets automatically. Only one policy can be the default at a time. You can also promote a policy from the list using Set as Default, which clears the flag from the previous default. The default policy cannot be deleted while it holds that role.
How the SLA clock behaves
The SLA clock pauses when a ticket moves into a status that waits on someone else, specifically Pending or On Hold. Paused time is excluded from the elapsed response and resolution time, so waiting on a customer does not count against your targets. The clock resumes when the ticket returns to an active status such as Open or In Progress.
Breach tracking and indicators
ISO Mate calculates whether each ticket has passed its response or resolution due time rather than exposing a configurable breach action. The ticket list and detail pages surface the current standing, and you can filter the ticket list by SLA status.
- On Track: the ticket is still within its targets.
- Breaching: the ticket is approaching a due time.
- Breached: a due time has passed.
Compliance over time is reported per priority in the help desk reports, so you can see how often first response and resolution targets are met. Learn more in Help Desk Reports and Analytics. To route incoming tickets to the right agents before the clock runs down, pair SLA policies with auto-assignment rules.
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